Purpose of Role:To lead the direction of the large products within the contact center department. To ensure that high performance standards are achieved through creating a high caliber, quality focused Contact Center Department as well as educating and motivating staff to attain high levels of productivity and future management positions.Scope & Responsibilities:
Responsible for handling operations processes and functions across large projects.
Understand client requirements and develop solutions to address the business problem of the client.
Handle large scale project management including transitioning projects.
Will be heading and providing functional leadership to the operations of the contact center.
Overall accountability for the entire BPO operations of multiple programs with multiple shift operations.
To manage the operational activities and challenges and ensure resources match workloads to provide cost-effective, high-quality service within agreed SLAs and timelines.
Establish mechanisms to ensure enhancement in the overall productivity, volume and competence levels of the BPO division through strategic interventions.
Create, mentor and lead an effective team of CC Managers & CC Team Leaders
Build and maintain effective long-term relationships with key members of the client team.
Focus on areas of non-conventional growth and/ or revenue streams.
Manage the BPO process independently and ensure business profitability.
Drive business and interfaces with the clients.
Responsible for continuous business process improvements.
People Development
Product goals achievement
Provide customer service expertise and thought leadership across processes
Overall product positioning, Pricing and Strategy.
Determining product roadmap
Driving product improvements through Product benchmarking and analyzing market data and trends.
Develop resource plans commensurate with project deliverables and work with Human Resources and Staffing to define and hire the right skills for the product.
Identify opportunities for the growth of the product and participate in transitions.
