Director - Call Center - IT/KPO Firm

Position: Director-Call Center (Leading MNC IT and KPO Company)

Role:

- Set-up and grow the offshore contact center

- Manage business opportunities in the Banking and Financial services sector

- Draft responses to relevant RFP questions

- Manage capability assessments, due diligence and client visits

- Enable seamless transformation of services and operations from the client

- Understand as-is processes and create workflow and process maps for to-be processes

- Have ownership of staffing for the sites, resource planning and budgetary allocations

- Be responsible for Service Delivery and Process Improvement

- Ensure a high-quality customer experience, while adhering to the SLAs

- Hire, manage, and develop high performing teams

Requirements:

- 15+ years of experience, of which at least 6 years leading operations in a call centre environment.

- Should have handled call center operations with span of 250+, with a potential to manage larger teams

- In-depth knowledge and experience in call-center operations (including metrics and work-force management) and infrastructure

- Knowledge of solution design, transition planning & management, process mapping & documentation

- Knowledge around process excellence initiatives (Six Sigma, Lean, benchmarking, specific initiatives and best practices). Certification as a six sigma black belt would be a plus

- Must have independently managed at least 2 transitions of voice-based functions like collections and customer service

- Strong problem solving abilities

- Should hold a valid US Visa

Location: Gurgaon

This position is for a Client of Vertex Corporate Services which is a leading MNC IT and KPO Company