Posted:3 days ago|
Platform:
On-site
Full Time
12+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operation as a delivery lead
Experience of working with banking vertical
KPI awareness on both Voice & Chat; Chat concurrency definitions and augmentation
Successful track record in growing and inspiring large teams, with proven ability to select, attract, motivate, retain, and develop leaders and team members
Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements
Action plans to reduce ATT/Hold/ACW, whilst causing an uplift in overall CE/NPS
AI to old integrations
Genesys/Verint/Nice CRM awareness
Experience of managing P&L, driving performance and growing businesses
Experience with a matrix driven global organization
Proven track record of building strong relationships with stakeholders
Concentrix
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