Director - Operations - BPO

The incumbent will be responsible for running the BPO through our in-house team and the outsourced partner.

Essential Duties and Responsibilities:

- The successful candidate will set up and lead the contact center operations for both voice and non-voice channels. Voice channel will include both inbound and outbound operations. Non-voice channel will include chat, social media, and email. Set up and lead the customer grievance desk and Set up end to end contact center process in collaboration with all other functions like Operations, Collections, Credit, Sales etc.

- Ensure continuous improvement, cost & people efficiency, learning & development of the service delivery officers

- Manage key contact center relationships - technology and people partners

- Ensure highest standards in service delivery resulting in customer satisfaction and delight.

- Ensure quality assurance, compliance, regulatory and legal obligations are met across all interactions.

- Conduct staff performance reviews; assess needs, cost/benefit analysis and other operational strategy assessments.

- Establish a high standard for productivity, quality, and customer service as well as define user guidelines.

- Develop company systems for customer interaction and voice response and control the implementation process.

- Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.

- Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.

- Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.

- Summarize, collect and analyze BPO operations trends and data for regular performance reports.

- Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.

- Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.