Manager - Operation - Technical Process - BPO

- Should be responsible for setting up of International call centers (technical process only), lead a team of 50+ employees at least with Tech/IT blend will be preferred but not mandatory.

- Good knowledge of voice and non voice process, SLA management, Having an exposure of day to day operation of call centre and handling problem solving of international B2B customers.

Job Purpose : Delivering benefit to costumers and consumers through management of service delivery operations, ensuring service process design & deployment through collaboration with customers, development and market facing team, ensuring planning and deploying service infrastructure, quality management and improvement through continuous feedback to subordinates, meeting SLAs and training.

Major Accountabilities :

- Providing B2B technical support services to the customers @ UK & Australia

- People Management including day to day operations, hiring & training

- Time line / SLA management

- Client Interface & relationship management

- Interface with various stake holders within the organization

- Process, quality & change management

- IT Infrastructure & data center management

- Business Audits & Compliance

- CAPEX/ OPEX control and Customer Invoicing