General Manager - Contact Center Operations - Voice

- Contact Center (voice) / BPO (voice) Operations Experience

- P&L Management

- Third party exposure.

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

- 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.

- Farming, supporting new business initiatives.

- Internal co-ordination with Projects and EUs to meet SLA standards.

- Transitioning support.