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20/04 Abhishek JP
Managing Director at Search Light Consulting

Views:8388 Applications:591 Rec. Actions:Recruiter Actions:50

VP/Director/Head - Operations - International BPO (18-20 yrs)

Hyderabad Job Code: 564073

VP / Director / Head Operations for an International MNC BPO in Hyderabad.

Job Description :

- Lead a team of internal team members responsible for implementing this model across India. This employment model of Virtual Contact Centre will create thousands of new jobs for Indians who did not have the opportunity to have a regular job before. The new virtual network of Customer Service Advisors will be a game changer on working opportunities in India providing mobility and flexibility in working hours.

- You will be responsible for shaping the strategy and direction of this model. You will bring innovation, a strategic perspective, a passionate voice, and an ability to prioritize and execute on a fast-moving set of priorities, competitive pressures, and operational initiatives. You will partner closely with legal, operations, public relations, technology team as well as external agencies to define and build this model that would be innovative and scalable. You must be able to work extremely effectively in a matrix organization, and have the ability to break complex problems down into steps at Amazon speed. You will lead by example to be just as passionate about operational performance as you will be about all other aspects of customer experience. Also with the rapid pace of the business, you will not have the luxury of having a tunnel-vision for any one area; rather, you would need to exhibit excellent judgment on how to prioritize between competing priorities.

The successful candidate will be able to:

- Drive effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities for Virtual Contact Centre.

- Drive team to manage dependencies and bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints.

- Be successful in a delivery focused environment and determining the right processes to make the team successful.

- Show creativity, experimentation and innovation, and drive projects with urgency in this fast-paced environment.

- Lead the organization through change, evolution, and sustained growth. The right leader will evolve and scale the organization along with the business.

Candidate Profile & Qualifications :

- 18 -20 years of overall experience with last 6 - 10 years in an International BPO / Ecommerce Industry heading Operations (preferably voice process) or driving Virtual Contact Centre Operations (like work from home, etc) / Operational Program Management and leadership/ people management leading Virtual Contact Centre Operations, like work from Home, etc.


- Experience in setting up a centre / processes from a scratch and scaling them up is the ideal experience


- Built/Managed technology solutions for operational delivery

- Experience with design and operation of complex operating processes

- Presentation and written communication skills are essential: clear, organized, concise with an ability to adapt to appropriate audience

- Experience working cross functionally

- Analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and develop/present business cases

- Experience managing a team of program managers to deliver results and measure their success

- Strong attention to detail and proven ability to manage multiple, competing priorities simultaneously.

- History of teamwork and willingness to roll up one's sleeves to get the job done.

From a business perspective, this leader will:

- Have a strong track record of shaping business strategy for launching new processes and possess a strong understanding of the industry

- Have an entrepreneurial spirit

- Have excellent collaborative skills as a leader

- Be extremely passionate about offering the best experience to customers

Interested candidates can applyin their 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

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