Director - Site Operations - Call Center - Hospitality Industry

Industry - Call Centre and Customer Service

Skills - General management, Sales, Customer Service

Job Type - Permanent

Job Description - Play a key role IN building a high performance organisation serving the India market by developing productive relationships with employees, partners, suppliers, vendors and local agencies

Oversee day to day operations including: Human Resources, Facilities Maintenance, Recruiting & On-boarding, Information Technology and general Business Management.

Client Details

As part of their growth strategy, one of our key clients (Hospitality Industry) is developing their contact center team to continuously deliver excellent service to the end-customers. Our Client is a leading provider of travel-based loyalty, rewards and incentive programs and provides access to a broad set of leisure travel and leisure lifestyle products

Description

Key Responsibilities Include:

- Provide high-level leadership for the Mumbai office and mentor/develop new, less experienced members of the leadership team to position the company for controlled rapid growth

- Oversee and perform the full range of HR generalist responsibilities in support of corporate objectives

- Partner with management team in aligning staff, policy and procedures to meet business objectives

- Handle employee relations activities to ensure consistency and equitable treatment of employees

- Advise management on employee relations issues such as coaching and counselling, discipline, separations

- Develop and execute on recruiting and hiring plans to meet all departmental staffing objectives

- Manage the on boarding process including offer letters, new hire paperwork and new hire orientation

- Ensure regulatory compliance with all labour and general business laws including following guidelines, reporting requirements, posting requirements and record retention

- Maintain and keep current policies, procedures, work records, employment agreements and company licenses and registrations

Profile

A successful candidate would have:

- 7+ years of experience in a high-level call center leadership position

- College Degree in Business, Marketing or related fields, along with basic Microsoft Office, Outlook and Excel knowledge

- Self-motivated and able to learn quickly with exceptional communication skills

- Demonstrated experience handling escalated customer service issues and to provide resolution by negotiation

Job Offer

An opportunity to work with one of the leading players in the industry offering excellent growth opportunities and competitive pay

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Zahra Khan on +91 22 4368 3317.

Contact - Zahra Khan -

The Apply Button will redirect you to website. Please apply there as well.