AVP - Customer Services Operations - BPO/ITeS

Understanding P&L. Revenue, Customer Services Ops.

Location: Hyderabad

GOL role - Managing a span of 300 people

People with a combination of Operations + Transformations.

responsibilities.

- Own and drive the Customer Care Operations for the business segment at a National level to drive customer delight.

- Would be responsible for ensuring continuous improvement on customer experience.

- Would be responsible to ensure that operations are optimized, streamlined and as per the agreed KPIs.

- Leverage on technology to bring in quantum changes in operations efficiencies to service the customer better. Test and establish new strategies to improve the customer service experience.

- Keep ahead of industry's developments and apply best practices for continuous improvement.

- Work with cross functional teams to drive continuous improvement.

- Provide timely feedback to drive robust performance management

- Drive systematic knowledge management and a continuous learning process to better enable the customer care team to meet market and client needs

- Periodically report budget utilization and investigate spending variances to drive cost consciousness across the team