29/01 Simran Verma
Senior Consultant at HR Access

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Director - Delivery Operations - BPO (14-17 yrs)

Chennai Job Code: 658992

Director - Delivery operations - BPO/ L1 support/ Technology CRM


- The role of the Delivery Director is of Operations Delivery (L1support) where the person would be reporting to the India Delivery Unit head while independently managing Programs responsibilities as P&L owner.

- Would manage SLA delivery, metric management, risk mitigation, Qualitative and Quantitative improvements, (Sales drives as applicable for programs with up/cross selling).

- The role would require the individual to manage stakeholders at various levels to execute required deliverable seamlessly- clients, sales and account management, internal leadership, functional teams, middle management and agents.

- Experience in Delivery operations, has managed teams of 200 + agents.

- Well versed with Call center environment, metrics and financials .

- Proven ability to drive performance with metric achievement

- Exposure to US/N American customer base and clients

- Experience in Operations delivery, managing teams at senior management level for the last 8 yrs plus in a BPO organization

- Knowledge of 6 Sigma or QC tools would be preferred. Should have worked on various change initiatives to improve overall efficiency in Delivery operations.

- High on people connect with good mentoring skills

- Is effective in unifying and creating teams of people with disparate skills

- Customer focus with value creation

- Is energetic, determined, positive, goal focussed and consistent - even under pressure

- Builds trust and demonstrates integrity in all circumstances

- Should be flexible working in a 24x7 environment following international time-zones

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