JOB DESCRIPTION
ROLE : Delivery Project Executive
DESIGNATION : Deputy Group Manager
NO. OF POSITIONS : 1
LOCATION : Gurgaon
YEARS OF EXPERIENCE : 10+ years- experience in outbound contact center / outsourcing space
QUALIFICATIONS : Graduate
REPORTING TO : Group Manager - Operations
KEY RESPONSIBILITIES:
- Managing site delivery of a large CRM account
- Delivery Metrics and contractual SLA management
- Day to day Client management
- Managing an account of 500 FTEs
- Lead all client and internal calls for the process, single point of contact
- Direct Workflow, Training and other shared services for optimum functioning of account
- Single point of contact for all financial decisions regarding the account
- Manage attrition and career planning of all employees within span of control
- Grow account strategically to increase top line for the organization
- Lead all client and internal calls for the process, single point of contact
- Direct Workflow, Training and other shared services for optimum functioning of account
- Provide Strategic advice for Business and Process Excellence
- Own the P&L
- Improve End Customer experience
- Improve efficiency by using Analytics
- Identify tools for Process Automation
STRATEGIIC IINPUTS / SKIILLS REQUIIRED
- Strong financial management acumen. Understanding of P&L
- Strong understanding of contracts and key BPO dynamics governing them
- Strong customer service orientation and client management skills
- Robust experience of driving key customer metrics like NPS
- Fundamentally a strong people manager. Should be able to guide a team to success
Domain Specific Requirement
- understanding of digital marketing and online tools
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