Director at SkillEdge
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Manager - Customer Service Operations (8-10 yrs)
- Graduate or Masters.
- Customer focus & service orientation
- IT savvy & process orientation
- People Management
- Own end-to-end client service delivery and P&L
- Experience of working in/managing International BPO Voice Process. Outbound experience is preferred
- Pro-active, ability to trouble shoot, work through organizational change scenarios.
- Implement appropriate mechanisms to identify, understand and intensify performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps.
- Collaborate in the new deal process including solutioning, pricing, due diligence, transition and stabilization
- The leader is responsible for the overall viability, effectiveness, and operational efficiency of the Operations.
- The role requires highly effective hands-on management techniques to ensure a balance between long term deliverables, operations and motivating staff with widely differing aspirations working on complex processes, where service delivery is critical to success and maintaining business continuity
- Intellectual agility and analytical outlook
- Outstanding verbal and written communication
- Willing to work in flexible shifts - current requirement is for night shifts
- Open to working 6 days a week
- Experience: Minimum 8 year experience in BPO
- Seniority - Mid to Senior Level
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