Director - Operations - BPO

We are looking for a Director - BPO Operations with our client with a global presence based at Gurgaon.

Pls note Job Stability will be the foremost screening criterion. The candt should be currently overseeing 1500+ Fte's in the current set-up. Should be from a International Outbound Voice BPO process

JOB DETAILS

Job Location : Gurgaon

Department : Operations

Reporting to : Vice President- India Operations

Education : Graduate, Pref PG

Experience : Minimum 10 years of managerial experience of last 2-3 should have been in managing the operations of mid-sized company. Minimum 6 years progressive sales or customer service experience..Preferred - Six Sigma Green Belt

CTC : Standard Industry Hike

Working Conditions : 2pm-11 pm, 5 days

Technical Skills : Working knowledge of predictive dialer systems, ACD/PBX/IVR Technology, tracking and reporting tools/ systems.

Job Description

Reporting to the Vice President- India Operations, the Director - Operations ensures operational standards are met or exceeded for service, productivity, and quality and employee engagement. The Director- Operations is responsible for managing and scaling complex collections operations, customer service and back-office operations, ensuring Business continuity and crisis management. He will also be responsible for monitoring overall process functions, identifying improvement areas and implementing adequate measures to maximize collections and consumer satisfaction level. Conceptualizing& developing need based resources and processes in order to develop multi-skilled work force for utilization within sub processes for optimum utilization and efficiency. Provide strategic direction, set vision and manage day to day operations. Work directly with cross-functional teams viz. Human Resources, Training, IT, Business Transformation & Quality Assurance.

Primary responsibilities include:

- Develops and drives the culture of - Connect with the Consumer- that consistently looks for right solution for our consumers 20%

- Oversees the daily productivity and work effort toward the achievement of operational goals to ensure budgetary targets are achieved.20%

- Assists in the development of accurate and timely business plans and reforecast and make appropriate operational decisions to deliver consistent results. 10%

- Execute and plan on cross site initiatives that drive bottom line results. 5%

- Coach and provide leadership to the divisions responsible for 5%

- Provide strategic direction, set vision and manage day to day operations across multiple sites 10%

- Drive improvement in overall service levels, transactional efficiencies and cost management. 10%

- Management of direct reports (reporting to the role) 20%

If the above role excites you, Kindly share your updated resume with the below mentioned details -

Current Location :

Ok for Shifts ( 2 pm - 11 pm ):

Ed Qualification with College :

Total Exp :

BPO Exp in Sales / Customer Service Processes :

Span ( FTE- s) in the current process :

Max Span of Control :

Number of Direct Reports :

Process Handled :

Current Organization :

Current Desgn ( Years) :

Reporting to :

Hierarchy in Your current Company :

Current Gross CTC :

Expected CTC :

Notice Period :

DOB :

We would appreciate some good references for this position who is eligible and looking for change, in case you decide not to go ahead with this opportunity.

Thanks in advance. We look forward to hearing from you.

Please feel free to connect for any further clarifications.

We would appreciate some good references for this position who is eligible and looking for change, in case you decide not to go ahead with this opportunity.

Ruchika Bhardwaj

Team Workoid

http://in.linkedin.com/in/ruchikab