For a leading eCommerce client at Bangalore  Title: AVP Out Sourcing- Customer Support Operation - Should have worked in Outsourced environment  B2B/ B2C  Exp: 14 -16 yrs  Location - Bangalore  Responsibilities:  Eligible to apply- people with expereince in international bpo  - Manage and handle agents across the site.  - Manage Customer Service & Technical Support operations across Phone/Chat and Email method of interaction.  - Plan, implement and manage strategic plans for the achievement of Organizational objectives (Imperatives) and determine Operational targets (KPI) such as CSAT, SLA Handle time, Abn Rates and Quality  - Formulate budgets and taking measures for achieving targets within allocated funds/ budgets.  - Handling Vendor relationship across the region, coordinating with multiple location delivery center's to ensure calibrated approach.  - Ensuring sound integration with other support functions to ensure strong delivery towards metrics.  - Lead, develop and motivate vendor team to deliver superior performance through their people.   - Identify and implement strategies for building team effectiveness by promoting a spirit of cooperation between different vendor team members.  - Identify training needs of front line agents and managers so as to assist in conducting training programs with help of training team to enhance their operational efficiency leading to increased productivity  - Use of six sigma methodology to identify and improve standards of delivery  - Create project plans and develop performances measurement mechanism against set milestones, deliverables and schedules.  - Analyze operational statistics and related data to recognize trends and propose value added improvement plans across the center  - Plan and schedule manpower / agent Ramp-ups and Ramp-downs at delivery locations in tandem with process requirements and optimization strategies as and when required as per organisational needs.  Follow us @ Ally-eXecutive HR Consulting Partners

Bangalore

AVP - Outsourcing - Customer Support Operations 

AVP - Outsourcing - Customer Support Operations  ,Job Description for AVP - Outsourcing - Customer Support Operations  in Ally - eXecutive in  Bangalore for (14-16) years of experience. Apply Now!

Job Description for AVP - Outsourcing - Customer Support Operations  in Ally - eXecutive in  Bangalore for (14-16) years of experience. Apply Now!