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19/01 Pratiksha Sonavane
Manager Human Resources at VFS Global Services Pvt Ltd

Views:180 Applications:26 Rec. Actions:Recruiter Actions:6

VFS Global - Manager - Information Services (10-20 yrs)

Mumbai Job Code: 1208787

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.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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