DGM - Delivery Project Executive - eCommerce Domain - BPO

Role : Delivery Project Executive

Designation : Deputy Group Manager, Band 8

No. Of Positions :1

Location : Bangalore

Years Of Experience : 11+ Years- Experience In Contact Center / Outsourcing Space, Including 3-5 Years In E-commerce

Reporting To : General Manager

Key Responsibilities :

- The Primary focal point for service delivery in support of clients operational environment

- Manage client SLAs month on month

- Have a good understanding of factors that affect P&L

- Be able to control factors that affect P&L for the process

- Demonstrate ability to recover from lows on non-achievement of SLAs

- Be able to devise plans and implement ideas for achievement of SLAs

- Manage attrition and career planning of all employees within span of control

- Thorough knowledge of various voice and non-voice KPIs

- Review progress made by team leaders and implement corrective actions

- Ability to suggest improvement ideas

Strategic Inputs / Skills Required :

- Have experience in handling eCommerce process

- Possesses strong / effective knowledge and experience in eCommerce and BPO environment to provide operational support

- Manages and leads teams / individuals, provides guidance and effectively communicates contract objectives, sets direction, scope and commitments

- May participate in clients negotiations, understands changes, and subsequent impact to the delivery of the contract, and able to communicate these changes effectively to the service delivery team

- Understands and manages potential service delivery conflicts between the departments and the clients

- Analytical & Problem Solving. Be able to present ideas and thoughts

- Strong leadership on all delivery matters

- Ability to converse very well

For more details call at 09818200590