AVP/VP - Operations - Customer Care Process - BPO

AVP / VP Operations (Customercare Process) for an MNC BPO in Hyderabad.

JoB Details :

Summary of Responsibilities :

People Management

Lead and manage a team of 3-6 Customer Service Managers and 150-400 Customer Service Associates; responsible for the overall direction and performance of the teams

Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets

Manage the career growth and development of the Customer Support team by driving focus on Leadership Principles

Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within the organizational unit

Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department

Carry out supervisory responsibilities in accordance with policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution

Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments

Manage the career growth and development of the team by driving focus on Core Values. Plays a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model

Operations and Project Management

Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team

Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives

Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization

Works to build and maintain customer trust

Solving complex customer support issues and proactively heading off negative service trends.

Identifying and eliminating root cause barriers to accuracy, productivity, and quality

Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures

Developing and achieving performance goals and objectives in order to achieve customer support expectations

Participates on business leadership meetings, representing customer support business unit to VP and/or SVP level management

Develops and drives strategies and programs which improve the competitive position and profitability of the organization.

Candidate Profile :

Graduate / PG having 10- 15 years of work experience and currently working with an MNC BPO as AVP Operations.

Successful experience in Operations with demonstrated progressively increasing responsibility

Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement is strongly preferred

Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people are a must

Project Management experience

Understanding of Lean and Six Sigma and a keen interest in and familiarity with technical systems.

Interested candidates can mail their profiles or call us @ 040-40101210/11.