Head/DGM - Operations - BPO

Looking for Head/DGM- Operations with one of the leading domestic BPO for Noida location.

Job Description for Head/DGM- Operations

Reporting to : Site Head (Noida Operations).

Suitable incumbent should have experience in managing Inbound, Outbound process in a domestic call center. Should have managed multiple client and handled P&L responsibility of multiple processes. The person will broadly be responsible for following key activities :

- Streamlining the entire process into an organized manner.

- Ensuring the entire team meets their KRA effectively.

- Coordinate with other departments in the company.

- Identify the relevant hiring required in the process team and work with the HR department accordingly.

- Create and maintain KPI reports for the entire team and process.

- Monitor the team performance and introduce measure to improve performance.

- Maintains and improves call center operations by monitoring system performance.

- Identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

- Responsible to generate revenues

Interested candidates can apply or connect with me at 0120-4077448