Genpact - Assistant Vice President - Contact Center Operations

Responsibilities :

- Deliver on Financial goals for the business, identify opportunities for Growth & deliver on growth commitments, identify key cost metrics and ensure they are optimised.

- Partner with the BD, Solutioning, Sales team on Commercials, pricing, winning deals.

- To ensure the personal development of the team members

- Drive Process improvement in the process and continuously plan for process performance

- Anticipate & plan for new business, prepare for infrastructure and other growth related requirements; plan for resources based on work type and work volume projection and current available head count and allocate responsibilities

- Review process performance and report out performance dashboards

- Ensure adherence to SLA's as agreed for the respective processes

- Regular liaison with the business contact points.

- Contact center operations

- Tech support

Add-on advantage of outbound sales