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Director at Antrors HR Solutions
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AVP - Operations - Retail/CPG/eCommerce - US - BPO (12-18 yrs)
Role : AVP - Operations (Retail / CPG /eCommerce for US Geography) - BPO
Location : Delhi NCR
Functional Experience :
At least 10+ years in the Service Industry, managing Contact Center operations (Voice + Non-Voice) and Large Teams in excess of 300+ people for Retail / CPG / eCommerce Clients (Processes) for US Geography. The incumbent should have experience in Client Management, SLA Management, Transformation Projects, Transitions and P&L Responsibilities, should have experience in managing Operations , Onboarding New Clients
Education / Qualification : Graduate / Post Graduate in Management
Scope of Work / Area of Influence : Independently managing Client Relationship and ensuring process deliverables are met.
Key Accountabilities :
- Managing P&L
- Consultative Approach to drive transformation in the client business processes
- Customer Experience Management (NPS/CSat)
- Managing performance of team and driving them
- Client & Account Management
- SLA/ KPI Management
- People Management
Job Responsibilities :
- Hiring, Retain and development of best talent in the industry
- Ensure implementation and continuous improvement of quality systems/procedures
- Strategize and implement Continuous Improvement in the existing client's business Processes.
- Maintaining 100% customer satisfaction Index
- Should have the ability to view one's own functional area in the wider context of the Client and the company
- Is able to set targets and develop courses of action to achieve the target for self and team members
- Deliver Revenue and Margin goals QoQ/ YoY
Personal Attributes :
- Should have managed International BPO Process for Retail / CPG / eCommerce Clients / Process
- Excellent Communication Skills (Written & Verbal)
- Excellent Presentation Skills/Sound knowledge of MS office
- Excellent Leadership & Man Management & Decision-Making skills
- Strong Customer Focus & Good knowledge of the industry
- Self-Starter with high energy level and ability to handle diverse work pressure and stress
- GB/ BB certification will be an added advantage
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
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