Sagility
Location
Bangalore | India
Job description
Job Title General Manager Contact Centre Operations – OM8/ US2 Reporting to: GM/AVP Location:
Bangalore/ Hyderabad Working Hours/ Days: 9 Hours / 5 Days a Week. HYBRID MODEL – WFH & Office Location Shift: Night Shift (4pm-1am) 9hr shift Team Size: 500 FTE+ Company URL: Mandatory: Ideal candidature would be 16-20 + YEARS OVERALL EXPERIENCE WITH MIN 12- 14 YEARS IN LEADERSHIP ROLE IN BLENDED VOICE OPERATIONS (INBOUND/ OUTBOUND/CHAT) from Contact Centre industry. This role is aimed to be leading the Ideation of Centre of Excellence in the space of Contact Centre Operations. Objectives and Responsibilities of General Manager, Contact Centre Operations As a Strategic Thinker: Build & Operate the Voice Business as a COE Design the HLD and LLD for Voice Identifying Value additions and Process Improvement Initiatives Stakeholder Management Client Relationship Management Account Management Driving Client/ Internal Business Excellence Initiatives To Manage and Lead a Blend (Inbound & Outbound) Voice operations and deliver high productivity through controlling, monitoring, analysing & reviewing system. Determines Voice operations operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Develops Voice operations systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. Understanding & Implementation COPC Framework. (B) As Driving Results: · Maintains and improves Voice operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; help installing upgrades. · Accomplishes Voice operations human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. · Prepares Voice operations performance reports by collecting, analysing, and summarizing data and trends. · To Design and implement the NPS for the Voice operations as per Client Mandate and approval. · Awareness of ISO & Other statutory Guidelines for the Voice operations · Understanding of Supply Planning and WFM · Formulate, Implement and Monitor the Transactional Quality parameters based on SLA guidelines. (C) As a Partner with Clients: Delivering Highest Level of Service Delivery Standards Exemplify Passion for excellence. Design and Drive Business/Program Excellence Initiatives Voice of the Organisation. (D) Lead People Managing Self Inspirational Leadership Lead from the front as the SME of the Business/ Program Design & Drive People Metrics Promoting Diversity & Inclusion as per Organisational Culture Mentoring & Coaching Operational & Leadership values Improve employee retention and enhance employee engagement. Succession Planning Qualifications & Mandatory Skills: Graduation / Postgraduate. Preferably COPC/ Six Sigma Certified Ideal candidature would be 16-20 + YEARS OVERALL EXPERIENCE WITH MIN 12- 14 YEARS IN as the VOICE SME, out of which at-least minimum 5-7 years in Leadership role for U.S Customers. Extensive experience in US Healthcare will be a plus but not necessary. Must be working with U.S based Business / Customers in U.S Shifts Thorough understanding of all Voice based metrics and SLA Knowledge of Blend Voice Operations (Outbound & Inbound) ACD, CITRIX, Dialer Understanding is must from the Design and Implementation point of view. IVR & Call Tree Management is preferable. CSAT/ NPS Governance Business Governance and Auditing Knowledge of WFM and Reporting Tools (Blue Pumpkin/ Calabrio/ Citrix/ Oracle) Awareness of ISO, ISMS Excellent Client Communication Skills MIS and Reporting Understanding (Creating Dashboards) Process Improvement Skills and Tools Excellent Analytical skills Revenue Management & P&L Understanding Proven participation on Improvements Project Managed a large and Complex Delivery Team for more than 200+ FTE Preferable Onshore Transition experience Awareness of ISO, ISMS & other Compliance and Audit Parameters Astute understanding of MS Office Tools Displays a High Level of Integrity and Maturity Displays high level of People Management practices.Job tags
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