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 +
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