Chat

iimjobs

jobseeker Logo
Now Apply on the Go!
Download iimjobs Jobseeker App and get a seamless experience for your job-hunting
31/05 Abhishek JP
Managing Director at Search Light Consulting

Views:88595 Applications:2246 Rec. Actions:Recruiter Actions:190

Vice President - Operations - International Process - BPO (16-20 yrs)

Pune Job Code: 578515

VP Operations - International Process (Candidates from MNC Captive BPOs only) - MNC BPO in Pune.

Job Description :

- Responsible for the overall direction and performance of the teams

- Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets

- Manage the career growth and development of the Customer Support team by driving focus on Leadership

Principles :

- Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within the organizational unit

- Responsible for Training employees planning, assigning, and directing work rewarding and disciplining employees resolving conflicts staffing and development of employees, Standard Operating Procedures, high quality and productivity within the department

- Carry out supervisory responsibilities in accordance with policies and procedures; additional responsibilities include interviewing, training and motivating employees

- Rewarding and disciplining employees and effective conflict resolution

- Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments

- Manage the career growth and development of the team by driving focus on Core Values. Plays a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model

Operations and Project Management :

- Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team

- Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives

- Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization

- Works to build and maintain customer trust Solving complex customer support issues and proactively heading off negative service trends.

- Identifying and eliminating root cause barriers to accuracy, productivity, and quality Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures

- Developing and achieving performance goals and objectives in order to achieve customer support expectations

- Participates on business leadership meetings, representing customer support business unit to VP and/or SVP level management

- Develops and drives strategies and programs which improve the competitive position and profitability of the organization

Desired Candidate Profile :

- The ideal candidate should be a Graduate / PG having 15 - 20 years of work experience and should be currently working in an MNC BPO as a VP / GM Operations handling a span of 600 - 1000 team in an international process (Candidates currently working in MNC Captive BPOs only are suitable).

- Will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.

- Demonstrated ability managing and developing large high performance teams of associates/managers is required.

- Demonstrated familiarity with general principles of workflow in an inbound call/email center, and current technologies to help manage that workflow. Must possess exceptional analytical capabilities.

- 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. A bachelor's degree, or higher, in operations, or a related field, is required.

Interested candidates can apply with their Updated profiles or call us @ 040-40101210/11.

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

Add a note
Something suspicious? Report this job posting.