DGM - Voice Operations - Travel

CTC - 22 L - 26 L (Including All)

We are looking DGM - Voice Operations (Travel) for world's leading service and outsourcing UK Based company based at Mumbai.

Information :

Location : Nesco Mumbai

CTC : Standard Hike on Existing

Ed Qualification : Graduate, Pref MBA

Exp : 10 + yrs

Industry : BPO

Shift : 24 - 7 environment, 5 days

Function : Operations

Designation : Deputy General Manager- Operations / HOD - Operations

Grade / Level in Org Structure : Level 4

Position reports to : VP - Operations

Positions reporting directly to this position: AGM Operations / Manager - Operations

Please note Reocation Expenses wil not be borne by the client .

Primary purpose of the position:

- To manage a team size of 250-500 people, enable achievement of revenue goals within adequate costs and manage client relationships.

Responsibilities:

Process / Client related tasks:

- Ensures achievement of Budgeted targets on Revenue.

- Provides advance forecasting of staff and business requirements and meets them consistently.

- Ensures Staff Cost is well below budgeted levels.

- Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the client

- Reviews and analyzes performance reports against targets on a weekly/ monthly basis with Managers and with client to investigate causes for performance deviations, and reward good performances.

- Ensures process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs etc.

- Develops strategic plans to identify, analyze and effectively respond to clients needs, emerging trends and best practices

- Attends monthly huddle with managers to be updated on all floor issues / concerns and drive goals

- Studies trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions.

- Monitors compliance adherence.

- Understands client's processes and suggest modes of value addition

- Participates in client / internal review calls and handles escalations

- Follows timely procedures of conducting internal and external

- Governance on communication.

Other duties:

- Provides support to sales and business development team in providing process understanding.

- Understand and signs off SOWs with clients.

- Drives quality initiatives such as Six Sigma/ COPC to ensure continuous improvement

If the above profile suits you, pls forward your updated resume alongwith the below mentioned details :

Res location:
Ed Qual :
Exp in Travel Operations :
Current Process
Current Team size ( Direct + Indirect Reports) :
Are you handling a Travel ( voice) process in your current role :
Current Company :
Current Desgn :
Current CTC :
Expected CTC :
Official NP :
Min Notice Period to be served (Option Available) :
DOB :

We look forward to hearing from you.

Please feel free to connect for any further clarifications.

Ruchika Bhardwaj
Team Workoid
http://in.linkedin.com/in/ruchikab
http://www.iimjobs.com/r/93-ruchika-bhardwaj
www.workoid.in