- The purpose of this position is deliver all commercial and operational performance metrics through the management of a group of operational managers across all sites.   Operational Delivery :  - Drives operational and commercial performance and within the Contact Centre Assisted Care division  - Drives alignment between broader Customer Service division (CSD) expectations, customer and employee needs, and operational quality and performance criteria  - Drives standards within the Assisted Care division according to best practice standards  - Drives operational delivery in line with optimal solutions designed for specific business outcomes eg. Sales campaigns.  Stakeholder Management :  - Partners the Customer Services function to drive alignment across the business  - First point of contact for partner escalations across the Contact Centre Assisted Care division  Commercial and Financial Management :  - Formulates and executes budgets to ensure commercial sustainability and growth  - Overall accountability for the operations - budgets and monthly forecasts within the Assisted Care division of responsibility  - Ensures execution and alignment of budget plans  - Drives and manages revenue and gross margins to ensure maximization and attainment of targets  - Drives operational performance within operational budgetary constraints  - Drives and ensures accruacy of the invoicing and payment process within a timely manner with partners  Partner Relationships :  - Develops and maintains relationships with BPO Partners   - Point of escalation for any BPO performance issues / contractual issues  - Prepares and delivers a monthly operational review   - Seeks opportunities to gain additional value from BPO Partners  - Develops, owns and implements the governance model between the BPO partners  People Management :  Leadership :  - Leads by example in living the values of the organisation  - Ensures the Assisted Care division is fully equipped to handle the work load and distribute work flow  - Coaches to ensure a full understanding of consequences of errors  - Creates an environment that fosters team work and co-operation amongst team members  - Creates awareness of strategic objectives and their alignment to the Assisted Care division and company objectives  - Communicates effectively, building and maintaining relationships   - Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation  Key Result Areas :  - NPS  - eNPS  - Budget Adherence  - SLA management   - %Complaints  Amit A

Mumbai

Vice President - Call Center Operations - Telecom Domain 

Vice President - Call Center Operations - Telecom Domain  ,Job Description for Vice President - Call Center Operations - Telecom Domain  in Confidential in  Mumbai for (10-18) years of experience. Apply Now!

Job Description for Vice President - Call Center Operations - Telecom Domain  in Confidential in  Mumbai for (10-18) years of experience. Apply Now!