We are hiring for a Head of Operations role for a leading MNC in Hyderabad.  Position: Contact Center Head (Operations Head)  Reporting: India Head Operations  Team Size : 100+  Industry : BPO/KPO/ITeS  - Hire and manage initial team of 40 employees based in Hyderabad - with direct management of 3 team leaders and a training and quality manager.   - Developing and delivering a roadmap for full operations set up including latest technology and equipment stack.   - Define OKRs against timelines and set up appraisal review system.   - Create training modules and ensure efficient employees process onboarding and knowledge learning.   - Provide Operational leadership and direction to the team.  - Create team retention and empowering activities to reduce attrition.   - Establishing close relationship with the sales team in London.   - Agree and set up system processes with sales team and brand owners.  - Ensure compliance with regulation.   - Identify new opportunities to support the global teams and expand the operations.  - Work with partner agencies globally to brief and determine digital campaign strategies  - Meeting targets as set by the brands.  - Document (playbooks) process and workflows.   - Build reporting and ensure all reporting on brands and activity performance is delivered accurately, on time, and in a format that informs business decisions  - Deal with finance queries, reconciliation and ensuring all suppliers get paid on time.  - Work closely with other departments and ensure proactive planning and forecasting of resources.   QUALIFICATIONS, KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED  Essential Desirable  Qualifications/Education   Educated to post graduate degree level, or equivalent experience.  Knowledge/Skills   - Expert knowledge of lead generation industry.   - Possess exceptional leadership skills   - Guru in MS Office, especially Word, PowerPoint, and Excel  - Fluent and influential verbal and written communication skills  - The ability to work as an independent decision maker and think proactively.   - Solutions focused  - Commercially and financially astute  - Proven problem solving capability  - Ability to influence at senior level within an organization  - Comfortable with managing P&L   - Full understanding of modern technical   Experience   - At least 12-15 experience in call center industry.   - Substantial experience in managing business process with over 100 agents.   - Experience in business process migration.   - Experienced in managing people with a focus on team well being and professional development  - Experience of working in a fast-moving business  - Experience of managing change and implementing new initiatives  - Substantial experience of working in a management role  - Knowledge and interest about technology, marketing and communications.  - Excellent track record in delivering targets in large operations.   - Working in education sector.  - International BPO Experience a plus.   Anima Mund

Hyderabad

Head - Operations - Contact Center  

Head - Operations - Contact Center   ,Job Description for Head - Operations - Contact Center   in Randstad India Pvt Ltd in  Hyderabad for (12-15) years of experience. Apply Now!

Job Description for Head - Operations - Contact Center   in Randstad India Pvt Ltd in  Hyderabad for (12-15) years of experience. Apply Now!