Senior Manager - Contact Center Operations - Americas Region

We are looking out for Sr. Manager Contact center - Mumbai

We are looking out for someone with 4 - 9 years of Contact Centre experience in an international Voice process. Should have sufficient experience in a managerial role or team lead position, Prior work experience in vendor management is an added advantage

Requirements :

- Candidates must have experience in managing Contact Center Operations for the Americas Region (necessary requirement)

- Candidates must be willing to work in Night shift in India (between 4 PM to 2 AM - permanently )

- Should be located / resident of Mumbai

- Should have strong International BPO experience

- Should be self-motivated, work with less supervision, and be ready to work in an Individual contributor role

Areas of Responsibility & brief description:

1)Ensure that the Service Levels agreed with various vendors in the area of responsibilities are met at all times

2)Explore opportunities with existing and new vendors for contact centre services & consolidation of in-house or outsourced process with other vendors.

3)Conduct weekly/monthly performance reviews & facilitate quality calibrations with all relevant vendors, and proactively escalate real time issues to the stakeholders. Also understand concerns/areas of improvements from the Operations team and take prompt action accordingly.

4)Ensure timely transition of key projects for any new/additional business related to Information Services in the region. Ensure seamless transition and knowledge transfer without any issues for the project

5)Identify & Drive improvements projects resulting in cost savings or generating additional revenue in the region.

6)Review and analyse daily data of outsourced Contact Centre SLA's

7)Mediate between Operations and the Contact Centre vendor to ensure that process related updates are passed from Operations to Contact Centre on a timely basis