Director - Operations - Technical Support - BPO

Our client is a leading BPO Industry, looking to hire a director, who will be managing People, Delivery, Stakeholder and PnL for their Enterprise product (Technical support)

Responsibilities:-

- Developing and achieving Technical Support objectives and goals to support the organizational vision.

- Managing and directing a team of Technical Support, Business Services and Service Resolution and

- Technical Processing Leaders while leading the development of the vision and strategy for the Service Support delivery team.

- Assisting in developing an annual business plan to incorporate best call centre practices to meet market and company needs.

- Ensuring targeted service and performance standards are achieved or exceeded.

- Executing tactical plans and initiatives that exceed customer expectations via phone, email and web resulting in increased customer satisfaction and sales and Associate satisfaction that will be realized in lower attrition and higher productivity.

- Executing additional projects such as synergy initiatives with sister companies, succession planning, hiring and training practices, best sales and coaching practices, cross-functional corporate initiatives.

- Establishing and managing communication channels within and among departments- being the liaison to provide customer feedback to the Senior Management Team.

Qualifications:-

- Graduate / MBA with at least 10 years of work experience

- Someone from BPO background.

- Managing Technical Support (Omni services - email, chat, web)

- Managing large teams (1000+)

- Ready to work in Night Shifts