Associate Director - Operations - BPO

Associate Director - Operations [ BPO ]

Roles & responsibilities:

- 11+ years of Overall BPS experience

- Knowledge on Contact center operations 24 x7 environment

- Excellent written and verbal communications skills (English)

- Handling Escalations from Clients & prepare RCA

- Drive Performance Management

- Prepare & present business review (Weekly/Monthly/Quarterly)

- High Analytical & Coordination skills are essential

- P&L Management

- Excellent project & people management skills

- Ability to follow through on projects assigned

- Internet Savvy & Ready to work in a dynamic plus pressure environment

- Managed a headcount of 500+

- Day to Day operations, SL and Floor Operations management

- Organize team huddles and work towards keeping the team motivation at a higher level.

- Respond to clients ad hoc requirement within 4 business hours of receipt, and respond with the - requested info / data