- Head cross functional team of 50-100 headcount

- DMAIC research operations: Set/meet performance targets for speed, efficiency, sales and quality; forecast and analyze leadership MIS on a weekly and/or monthly basis, prepare reports on performance statistics, and improve with time

- Manage the daily running of the DS Team, including sourcing equipment, effective resource planning and applying call center strategies and operations

- Monitor random calls to improve quality, minimize errors and track operative performance

- Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues; solve the most complex customer complaints or enquiries for the team

- Organize shift patterns and the number of staff required to meet demand

- Coordinate staff recruitment, write job adverts and liaise with HR staff; review the performance of staff, identify training needs and plan training sessions; coach, motivate and retain staff; coordinate bonus, rewards, and incentive schemes

- Support new office setup in Gurgaon; translate existing infrastructure to cover remote location undertaking needs assessment & cost/benefit analyses

- After 1-3 years, you will move into a senior leadership role with P&L responsibility

Requirements

- 3-10 years of experience leading / managing operations in a BPO / KPO setup

- Working knowledge of programming & networks

- Graduate / Post-graduate from a premium college

- Strong quantitative / analytical background

- Ability to communicate complex ideas effectively, both verbally and in writing

- Ability to work effectively with people at all levels in an organization, negotiation skills

- Location: Bangalore with the flexibility to relocate to Gurugram in the future (if required)