Senior Manager - Service Delivery ( Tech Support )

Job Title:

Location

Candidate expectations:

14+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operations.

5+ years of leading programs with minimum headcount of 300-400 FTEs across the 24/7

Experience of working with technical clients (domain / industry / customer) with expertise in Technical Support will be preferred.

Candidate to have some prior experience in managing technology-based businesses with very high customer service orientation

Proven track record in leading and motivating large teams, with the ability to attract and nurture talent

Demonstrated success in exceeding performance metrics and contractual obligations

Experience in building relationships within a matrix-driven organization

Strong client-facing communication and negotiation skills

Analytical acumen to streamline complex processes

MBA/ PG Degree would be an advantage

Job Responsibility:

P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy.

Operations: Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals, Agent Satisfaction Rates, First Touch Resolution, Resolution Rate, Case Ageing, Reopen Rate, Contact Closure rates, Repeat contact/churn etc.

Team management: Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

Strategy: Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.)

Business Growth: Support business growth by collaborating with Sales & marketing across geographies.

Best practices: Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.

Innovation: Lead innovation & value add efforts between Client and the company.

Domain Capability: Strengthen domain capabilities.

Compliance: Ensure compliance with all client regulatory requirements

Client Satisfaction: Ensure client satisfaction. Become Voice of the Customer Establish strong relationships with clients.

Contact Person - Devikala D

Email - devikala@gojobs.biz