CTC - 22 L - 26 L (Including All)
We are looking DGM - Voice Operations (Travel) for world's leading service and outsourcing UK Based company based at Mumbai.
Information :
Location : Nesco Mumbai
CTC : Standard Hike on Existing
Ed Qualification : Graduate, Pref MBA
Exp : 10 + yrs
Industry : BPO
Shift : 24 - 7 environment, 5 days
Function : Operations
Designation : Deputy General Manager- Operations / HOD - Operations
Grade / Level in Org Structure : Level 4
Position reports to : VP - Operations
Positions reporting directly to this position: AGM Operations / Manager - Operations
Please note Reocation Expenses wil not be borne by the client .
Primary purpose of the position:
- To manage a team size of 250-500 people, enable achievement of revenue goals within adequate costs and manage client relationships.
Responsibilities:
Process / Client related tasks:
- Ensures achievement of Budgeted targets on Revenue.
- Provides advance forecasting of staff and business requirements and meets them consistently.
- Ensures Staff Cost is well below budgeted levels.
- Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the client
- Reviews and analyzes performance reports against targets on a weekly/ monthly basis with Managers and with client to investigate causes for performance deviations, and reward good performances.
- Ensures process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs etc.
- Develops strategic plans to identify, analyze and effectively respond to clients needs, emerging trends and best practices
- Attends monthly huddle with managers to be updated on all floor issues / concerns and drive goals
- Studies trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions.
- Monitors compliance adherence.
- Understands client's processes and suggest modes of value addition
- Participates in client / internal review calls and handles escalations
- Follows timely procedures of conducting internal and external
- Governance on communication.
Other duties:
- Provides support to sales and business development team in providing process understanding.
- Understand and signs off SOWs with clients.
- Drives quality initiatives such as Six Sigma/ COPC to ensure continuous improvement
If the above profile suits you, pls forward your updated resume alongwith the below mentioned details :
Res location:
Ed Qual :
Exp in Travel Operations :
Current Process
Current Team size ( Direct + Indirect Reports) :
Are you handling a Travel ( voice) process in your current role :
Current Company :
Current Desgn :
Current CTC :
Expected CTC :
Official NP :
Min Notice Period to be served (Option Available) :
DOB :
We look forward to hearing from you.
Please feel free to connect for any further clarifications.
Ruchika Bhardwaj
Team Workoid
http://in.linkedin.com/in/ruchikab
http://www.iimjobs.com/r/93-ruchika-bhardwaj
www.workoid.in
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