Key Responsibility Areas: - Manage operations of multiple processes by using On-roll team, Off-roll (Contracted Employees) and outsourced partners - Assess and Scale the capacity from time to time to ensure that the growing business demands are met in timely fashion - Bring cost efficiency by studying, evaluating, and re-designing processes; establishing and communicating service metrics; implement the metrics measurement tools, monitor and analyze results; - Ensure regular quality checks are done, training gaps are identified &amp; training programs are conducted on regular intervals to improve operational efficiency of the process - Analyze and recommend methods to improve the Quality of output for each process - Design and implement Rewards &amp; Recognition programs on Floor. Ensure timely employee engagement activities are conducted on the Floor. - Work on floor hygiene factors to ensure processes are working as expected - Act as a bridge between business and the technology team, plan and get the required automation done to improve the overall efficiency of the process. - Gather and provide MIS reports to the Vendors/Partners &amp; internal management on day to day basis Qualifications: MBA or equivalent. B.Tech would be a big plus Experience: - Minimum 5 year of experience of Managing outbound voice based process(es) with multiple partners and 300+ FTEs Skill Sets / Requirements: - Excellent communication and presentation skills - Ability to work with large sets of data, analyze and identify trends and insights - Need an eye for detail - must have ability to deep dive and find root causes of problems, design and implement solutions to ensure that the problems do not repeat - Customer focused approach - Proficiency with call center technology and working - Quality fanatic with hands on experience of driving quality metrics for various processes - Strong exposure to quality tools - Analytical skills &amp; decision making

Dehradun

Head - KPO Operations - Outbound Voice Process 

Head - KPO Operations - Outbound Voice Process  ,Job Description for Head - KPO Operations - Outbound Voice Process  in Strategic Talent Partner in  Dehradun for (5-9) years of experience. Apply Now!

Job Description for Head - KPO Operations - Outbound Voice Process  in Strategic Talent Partner in  Dehradun for (5-9) years of experience. Apply Now!