Senior Manager/Assistant General Manager - Customer Engagement

DESIGNATION: Senior Manager / Assistant General Manager - Customer Engagement

JOB LOCATION : Goregaon

DEPARTMENT: Customer Engagemnet FUNCTION: Service Delivery

CORE (ON ROLL / ON CONTRACT) : On Roll

REPORTING TO: COO

JOB DESCRIPTION:

A)FUNCTIONAL DELIVERABLES:

1. Handle entire Contact Cenre operations of Solapur & Goregaon

2. Should have experience in manageing multiple clients

3. Deliver Client SLA and KPI for respective process.

4. Should have experience in handling large team of more than 500 resources.

5. Set the strategy for the development of the contact centres, new practices and technologies

6. Lead an effective resource planning team

7. Deliver cost efficiencies and increased in Customer Satisfaction Scores

8. Prior experience in Agreement & Pricing working

9. Managing complege P&L of CC verticle.

10. Increase Revenue through identifing new Business Opportunities

B) TECHNICAL QUALIFICATION (Mention In order of Priority)

1. Minumum Graudate,

2. Contact Center Experience

3. Knowledge of technologies in CC industry

4. Six Sigma, other Quality certification added advantage

C) EXPERIENCE RANGE

- Minimum 10 Years to Maximum 12 Years

D) BEHAVIOURAL REQUIREMENTS (Mention In order of Priority)

1. Excellent Communication & Presentation Skills

2. Leadership

E) ANY SPECIFIC SECTOR / COMPANIES TO BE TAPPED FOR THIS REQUIRMENT

1. Contact Center (BPO) & Service Industry