AVP - Client Engagement & Process Management - BPO/ITeS

Role : AVP - Client Engagement & Process Management ( BPO / ITeS)

Location : Delhi NCR

Job Description:

- Process Management - Responsible for management and coordination of overall operations, SLA delivery across all processes

- Client Interaction - Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores.

- Manage conference calls/other communication with the client and build a rapport with key client contacts.

- Team Management and People Development -Lead & motivate a team of Support and Operation Leaders and ensure their development through direct coaching/feedback wherever required, Support Learning and development initiatives, Coaching and counseling, staff motivation retention programs. Effectively implement rewards/recognition, appraisal & Incentive programs. Create cross-functional teams to encourage team building.

- P&L accountability.

- Supporting new business initiatives.

- Internal co-ordination with Projects and other teams within the org to meet SLA standards.

- Transitioning support.

- Responsible for ensuring the infrastructure utilization is done keeping in view the business requirements/new process migrations.

- Ensuring cross functional teams are operating in line with the business needs

Educational Qualification & Work Experience :

- Graduate/ Post Graduate with Minimum 10 years of team handling experience in a sales/ contact center environment with 5 + yrs experience into Client Engagement & Client Management ( with an International BPO / KPO).

- Proficient English reading and writing skills

- Proficient in Microsoft Office applications

- Highly organized with a proven track record of delivering to deadlines

- Exceptional attention to detail and output oriented & work under pressure

- Ability to follow SOPs

- Problem solving skills

- Effective communication and analysis skills