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22/01 Divya Chandra
Supervisory Consultant at Cornerstone International Group

Views:2004 Applications:358 Rec. Actions:Recruiter Actions:44

Director - Contact Center Operations - BPO (15-22 yrs)

Delhi NCR Job Code: 1037528

We're excited to add a Director- Contact Center to head Operations in India. This individual will be responsible for managing the Operations of call center, credentialing, and operational teams. We're looking for someone who enjoys building processes from the ground up, and thrives in a fast-paced environment.

This position monitors contact center, pipeline, and financial performance and identifies opportunities to improve. The director will provide strategic oversight for the quality function, including feedback loops, calibration, coaching and training opportunities, etc. This role collaborates with contact center leaders to drive positive improvements in the agent and customer experience.

This role will lead the Project Management/Change Management, Analytics and Process Improvement and related activities. Responsible for the design of automated metric scorecards, dashboards, and reporting. Must analyse contact center performance and identifies opportunities to improve processes, performance, service levels, and customer responsiveness.

Leads the Project Management functions and the Process Improvement/Change Management activities. Helps drive change and processes that impact the workforce positively and works with leadership to ensure communication and adoption of initiatives and technology.

What You'll Do:

- Identify critical performance/productivity metrics, and manage the team to those targets

- Implement a systemic quality assurance (QA) process to ensure qualitative and quantitative standards are met amongst the team

- Work across teams to manage projects, action items, deliverables, and outputs

- Identify, recommend, and execute strategic improvements and assist with the implementation of critical technology to enhance processes

- Review and provide guidelines and best practices for maintaining a competitive edge

- Complete performance reviews, evaluations, and implement team and individual goals based on the metrics above

- Oversee the overall strategy and guidance of team members; delegate tasks and lead projects

- Review and improve current processes and workflows to ensure maximum efficiency for our end users

- Review daily reports to identify trends in regions and or client types and present overall funnel metrics to Senior Leadership as needed

- Work cross-functionally with other stake-holders and teams, including Product, Strategy & Growth and Marketing

What we're Looking For:

- 15+ years' experience managing a team in a high capacity contact center

- Experience in the growth stage of a company is required

- Proven history of recruiting top talent and managing people is required

- Proven ability to build, manage and foster a team-oriented environment

- An enjoyment in identifying process improvements and comfortable working collaboratively with different teams and stakeholders

- Ability to manage multiple projects and priorities and deliver regular updates

- Comfort working on deadlines and pivoting quickly

- Data-driven and comfortable with holding the team accountable to monthly KPIs

- Bonus: Experience managing a remote team in addition to an offshore BPO team

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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