General Manager - Operations - Sales/Contact Center Function

Job Description ( Diversity Role - Female Candidates only)

- Seasoned Sales experienced resource responsible for management and coordination of overall operations, SLA delivery across multiple LOBs.

- Solid understanding of contact center SLAs and calculation methodologies with analytical bent of mind

- P&L understanding & accountability.

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

- Manage conference calls/other communication such as WBR/MBR/QBR with the client and build a rapport with key client contacts.

- Supporting new business initiatives along with Transitioning support.

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

- 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.

- 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.

Qualifications:

- Graduate/ Post Graduate with Minimum 7 years of team handling experience in a sales/contact center environment.

- 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.

- Preferred- Six Sigma/ Lean certification