Senior Manager - Operations - Customer Service/Contact Center

The Sr. Manager - Operations will be responsible for setting the vision and direction of the teams at our Pune Customer Service/Contact Center.

- You will lead a large team of up to 750 associates (450-500 off peak), team leads, customer service managers and operations managers to improve customer experience, increase productivity and maintain service levels.

- This is a senior-level management position that is fully accountable for the results of the reporting teams at the customer service center.

Key responsibilities :

- Responsible for the overall direction, coordination, and evaluation of the teams under management.

- Understands and demonstrates core values and Leadership Principles.

- Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures.

- Mentors others in developing Leadership behaviors. Hires, manages, and develops high performing teams.

- Identifies individual strengths of team members and actively fosters career advancement.

- Maintains a complete and thorough understanding of technical systems in a complex automated customer service center. Implements change or develop new processes as necessary to provide the ability to better service multiple work types.

- Continually measures and evaluates all work processes using Kaizen, Lean, DMAIC, and other improvement methods.

- Develops and achieves performance goals and objectives in order to deliver an exceptional customer experience.

- The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment. A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc.is required

- The ideal candidate will have at least twelve years or more management experience in a fast paced, rapidly changing operations environment. Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required.