VFS Global - Manager - Information Services

Areas of Responsibility & brief description:

- Cost budget control for Contact Centre spend within the region.

- Contact center solution designing and meeting Information Security/Legal compliance.

- Transition and Quality/Training activities for Contact Center related within the region.

- Enhance VFS Global in-house setups within the region.

- Manage and Deliver Contact Center related SLA/KPI within the region.

- Judicious use of natural resources

- Shall adhere to the environment health and safety policy/objectives and guidelines of the organization.

- Overall Budget of all Outsourced Contact Centre's within the region responsible for to be met at all times.

- Providing the region a strong chance of a successful bid by demonstrating exceptional performance of existing business in terms of SLAs, KPIs, CSAT, Quality, Process Improvements, Quality Driven projects, etc.

- Identifying areas for Cost Reduction for the regional Contact Centre setup.

- Ownership of strictly meeting budgets for all NEW roll-outs in the region.

Education: Minimum: Bachelors in any field (preference to candidates with MBA degree from prime institutes)

Additional: Post graduate or global equivalent degree

- Six Sigma certified (at least GB) is required

Experience: 10 - 14 years' of experience in large BPO setup, anywhere in the world handling International processes (preference to Telecom verticals)

Knowledge & Key Skills:

- Six Sigma certified

- COPC trained and hands-on experience.

- Thorough understanding of Contact Centre Connectivity and Technology is desired

- Excellent knowledge of Contact Centre telephony and IT/Telecom design

- Clear and Complete understanding of Contact Centre overall Business Operations, various functions, financials.

- Outstanding communications skills & Vendor negotiation skills.

- People management skills should be an inherent quality.