SDL- BPO Operations (Only Senior Manager & above apply) || Chennai ||

Dear Candidate,

Greetings from iEnergizer.

Service Delivery Leader (SDL) for Domestic Process.

Location : Chennai

Contact Person : HR SHARAN - 9266364422

Eligibility Criteria: -

• Person should be having more than

  12+ Years of experience & 10+ Years from BPO (Customer Service) Industry.

• Only aspirants with

  Sr. Manager & above level will be eligible for this role.

• Excellent at Site Handling.

SDL Operations - Chennai

Responsibilities

• Managing delivery of

  Domestic account initially.

• Delivery

  matrix and contractual SLA management.

• Ensure

  timely and accurate reporting of performance metrics and SLAs to the Management

• Day to day client management.

• Managing a span of 300+ FTs across White Consumer Durable product account.

• Lead all client and internal calls for the process, single point of contact.

• Responsible for deploying optimal workflow to deliver the desired delivery goals.

• Deploy and review proper Quality Control measures and Tollgates in process.

• Monitor and review trend analysis on dashboard/ MIS/ performance reports and recommend/ guide solutions and efficiency measures for further improvements.

• Identify opportunities to streamline business processes and systems. Represent the company and actively participate in operational reviews, MBRs/QBRs.

• Direct workflow, training and other shared services for optimum functioning of account.
• Manage attrition and career planning of all employees within span of control.

• Grow account strategically to increase top line for the organisation.

• Manage and improve profitability of the account.

Desired Profile

Educational qualification- Post Graduate in Business Management.

Work experience - 15+ years of relevant experience.

Special requirements

• Strong written and verbal communication & technical writing skills.
• Strong understanding of contracts and key BPO dynamics governing them.
• Strong customer service orientation and client management skills.
• Fundamentally a strong people manager. Should be able to guide a team to success.
• Highly organized with a proven track record of delivering to deadlines.
• Exceptional attention to detail and output oriented & work under pressure
• Excellent People Management & leadership qualities.