- Overall management of Contact center operations, with specific oversight on Chat Operations. - Perform oversight control over Vendors, managing against tight SLA and performance matrix. - Responsible for real time tracking of service level and escalation/remediation of issue impacting delivery. - Responsible for oversight on Workforce Management (WFM) team to provide adequate coverage for the business operation. - Oversee the scheduling, mission control functions and implementation of WFM policies. - Partner with business stakeholders and onshore operation management team to resolve critical issues impacting delivery. - Own and deliver on-going organizational structure reporting for business leaders. - Participate and drive initiatives along with cross-functional partners and relevant Technology stakeholders to drive process improvements both in-house and at vendors. - Ability work across different shift time, specifically covering US time zones. Qualifications - Experience managing customer service through Chat. - Strong communications skills with ability to manage escalations with Vendors and onshore counterparts, while leading from the front. - Experience developing action plans to improve business processes. - Ability to build and maintain strong relationships with leadership both offshore onshore. - Ability to handle multiple projects and deadlines. - Strong judgment and comfort with ambiguity. - Strong people management &amp; leadership skills. - Strong PC skills required (Excel, Access, PowerPoint, Word). - Competitive and entrepreneurial spirit with the ability to work under minimal guidance.

Bangalore

Associate/VP - Contact Center Operations - Workforce Management 

Associate/VP - Contact Center Operations - Workforce Management  ,Job Description for Associate/VP - Contact Center Operations - Workforce Management  in Black Turtle in  Bangalore for (5-14) years of experience. Apply Now!

Job Description for Associate/VP - Contact Center Operations - Workforce Management  in Black Turtle in  Bangalore for (5-14) years of experience. Apply Now!