Associate Director - Operations & Service Delivery - BPO/Contact Centre

- 15+ years of operations and service delivery experience within a BPO / Contact Centre

- Experience of working with an International Technical Support project is a must with an experience of managing of B2B customers.

- Current span of control - 500 to 800 FTEs, we need to look for someone who is managing a span of atleast 400 FTEs.

- Ability to deal with global stakeholders

- Good people management skills & should have experience of managing the account P&L.

- Person should be flexible working in shifts (including night shifts)

- Responsible for overall P&L of the LOBs including Monthly Invoicing and other reimbursements while ensuring prevention of Revenue leakage

- Responsible for Employee Appraisal & Satisfaction, Promotions & Retention, Performance Management, Productivity & Utilization Improvements

- Manage contractual Incident Resolution & Telephony SLAs

- Exposure to customer base across the Americas, EMEA and APAC

- In charge of consistent CSAT delivery for the LOBs on a weekly basis