Web Chat Delivery Leader - BPO

Web Chat Delivery Leader

Primary Responsibility

- Manage and lead a team of about 200 FTEs

- Responsible for Metric/ Team/ Client management and Business Performance & Analysis.

- Develop & manage SOPs as per client requirements and internal operations.

- Business process re-engineering and optimization.

- Managing Compliance/ISO/ISMS.

- Periodical reports in necessary formats as demanded by clients

- Training and competency development for the team

- Analyze daily performance indicators and encourage awareness

- Coordination with interconnected departments on necessary issues

- Retention and control of attrition targets

- Developing and deploying strategies for emergency situations

- Responsible for conducting monthly Team leader assessment

- Drive participation in client and internal calibrations

Requirements

- Should have thorough understanding of Chat platform

- Should have worked in the capacity of a Manager for a Chat operations for minimum of two years

- Should have preferably transitioned a chat process

- Experience in text, voice and data analytics will be preferred

- Should have had strong customer interfacing skills with particular emphasis on Scope and Requirements Management.

- Total work experience of 7-10 years

- A degree preferably with Masters in Business Administration

- Strong execution skills with focus on clear, realistic action steps and timeliness

- Create and implement processes that result in improved business performance

- Ability to motivate and generate results from the team

- Strong Client Relationship management and stakeholder management skills.

- Effective Leader and excellent personal organization and planning skills.

- Should possess excellent communication and interpersonal skills

- Energetic and self-motivated individual and a team player.

- Excellent knowledge in MS Office

- Should be open to working in night shifts & on weekends

09811055003