Senior General Manager - Operations (Domestic Voice process)

The Operations Head is responsible for leading and managing the end-to-end operations delivery, client management, SLA management, and overseeing a team of 500 FTEs for the inbound voice/non-voice domestic process. The role involves ensuring high customer satisfaction, managing repeats, and maintaining a positive Net Promoter Score (NPS).

Role & responsibilities

• Oversee and manage the end-to-end 24/7 operations delivery for the inbound voice/non-voice domestic process, ensuring seamless and efficient operations.
• Effectively manage and lead a team of 500 FTEs, fostering a positive work environment, providing guidance, and driving performance excellence.
• Maintain strong client relationships, acting as the primary point of contact for client management, addressing concerns, and ensuring client satisfaction.
• Monitor and ensure adherence to Service Level Agreements (SLAs), implementing strategies to meet or exceed agreed-upon performance metrics.
• Analyze and optimize customer satisfaction (CSAT) scores, identifying areas for improvement and implementing corrective measures to enhance the overall customer experience.
• Closely monitor and manage repeat interactions, identifying root causes, and implementing preventive measures to reduce repeat rates.
• Drive initiatives to improve the Net Promoter Score (NPS), fostering customer loyalty and advocacy for the brand.
• Develop and implement effective strategies for people management, including talent acquisition, training, performance management, and employee engagement initiatives.
• Collaborate with cross-functional teams to identify and implement process improvements and operational efficiencies.
• Stay updated with industry trends, best practices, and emerging technologies to drive continuous improvement and innovation within the operations.

Preferred candidate profile

• Minimum 15 years of experience in BPO operations (domestic), preferably in a leadership role
• Any Graduate degree or equivalent qualification
• Proven track record of successfully managing large teams and delivering operational excellence, understanding of P&L management
• Strong client management, stakeholder management, and communication skills
• Experience in managing inbound customer service operations
• Proficiency in data analysis and leveraging operational metrics for decision-making