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27/12 Ruchika Bhardwaj
Managing Partner/Founder at Workoid Consultants

Views:1880 Applications:274 Rec. Actions:Recruiter Actions:62

Vice President - Global BPM Operations - BPO (15-24 yrs)

Gurgaon/Gurugram Job Code: 779695

We are looking for a Vice President - Global Operations (BPM) for a client with a global presence based at Gurgaon

Job Details :

Location : Gurgaon

Role : Team Management

Reporting to : COO

Industry : BPO

Region : Global

Shift Timings : Flexible ; Shifts as per Calendar

CTC : Standard Industry Hike

Experience : 15 - 18 years of experience in BPM Operations at leadership level

Mandate Exp : Global Customer Service ; Should have deep knowledge and understanding of the Travel market, Competition & Market trends in BPM

Education : Any Graduation degree, Preferred Post Graduate

Role Preview :

The position is responsible for the overall leadership of the BPM operations, providing an overall strategic direction to BPM operations in order to achieve the business goals and to ensure customer delight through close interaction with the leadership. Independently manage the site, people and metrics related to the centre.

Role Challenges:

- Multiple Locations, Multiple Customers, Multiple Geographies to lead, Manage BPM Operations in USA

- Manage and review ACD data on daily weekly and monthly basis. Reduce variation among agent data. Adequate staffing in all intervals as per call volumes

- Present reviews to the Client on monthly basis. Generate additional process insights, capture end customer voice and share with client

- People management with help of skip level meetings, TL grooming and Red Amber Green analysis

- Agent development through strong coordination with Training

- Manage customer SLA and expectations

Personal Style Enablers:

- Ability to motivate and inspire teams

- Diligence in following through Operational Parameters

- Innovative and able to foresee market conditions

- Build and sustain relationships with key people in the Customer Environment

- Extrovert with a sales mind set

Primary Job Responsibilities:

- Meet & Exceed all BPM metrics like AHT, Staffing Adherence, Abandoned% Occupancy for Voice Business

- Back office : Meet and Exceed all TATs for all Transactions along with desired accuracy

- Attract, supervise, train, develop and motivate the performance of staff.

- End to end client Management including reviews with client, value addition to the client and proactive communication to internal and external clients

- Attrition & Absenteeism to be below the standard BPM Industry benchmark; < 6% on a Monthly basis

- End customer satisfaction and effectiveness scores to be above 92%

- Process compliance to be above 99%

- Collaborate with Sales/Account Management teams to grow the business

- Positioning IGT Solutions & Services as a major player in the travel technology segment to become a partner of choice for travel related companies in BPM services

- Develop, manage and execute customer delight programs

- Accomplish the organization's goals and objectives

- Prepare medium-term plan, annual budgets and activity plan consistent with the agreed strategies with Unit and organizational goal

If the above role excites you, Kindly share your updated Photo resume with the below mentioned details -

Current Shift timings :
Current Residence Location :
Age & DOB :
Ed Qualification - Graduate & PG :
Is your Graduation - Regular :
Total Exp :
Exp in Domestic BPO Hiring ( Yrs) :
Approx Number of Hires in the Last 2 quarters :
Comfortable with an Individual Contributor Role :
Current Role :
Current Organization :
Current Desgn & Yrs in this role :
Current CTC ( fixed + PLI) :
Expected CTC :
Official Notice Period / Min NP to be served :
Gaps if any with reason :

We will be evaluating candidates who are handling or handled in recent past Customer Service Processes Only. ( Technical, F&A process, HRSS will not be evaluated for this role)

Women-friendly workplace:

Maternity and Paternity Benefits

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