Ezeego1 - AVP - Operations/Site Lead - India - Contact Centre Business

Position / Job Title : AVP - Operations / Site Lead - India

Department : Voyager Global Services

Function : Operations

Business : Contact Centre

Reporting To :

Title : COO

Superior's Superior :

Title : CEO

Location : Mumbai

Job Purpose : To build, maintain & monitor contact centre operations processes across the site.

Job Context :

- Build operations process & teams to manage the process

- Create/Manage productivity matrix & ensure staff performance at optimal levels

- Drive continuous improvement through six sigma & lean

- Business Continuity Planning and implementation

- Engagement reviews and quality assurance procedures

- Conducting risk management reviews. Creating BCP and overseeing readiness/implementation

- Document validation & timely mapping of all process compliance

- People and project management

- Client expectation mapping, investing in a engaging & meaningful partnership

- Monitoring and tracking productivity of all teams for the site

Principal Accountabilities :

- Operations

- Risk Mitigation

- Client Relationship

- Customer Experience

- Improve Site Performance

Competencies :

Functional :

- Operations excellence

- Global view of business, credible experience of having worked in different geography, culture.

- Revenue /Cost Optimization, exposure to P&L

Behavioral :

- Good communication skills

- Team Management skills

- Conflict management skills

- Influencing

Minimum Requirements :

Education & Training : Graduate with Management Degree preferred

Good knowledge of MS Office : Word, Excel

Experience & knowledge about different geographies will be a benefit

Work Experience : 14 years +