VP Operations - Vendor / Partner Operations for a Global MNC BPO.
Job Description :
The successful candidate will draw from previous work experience in contact center management and international vendor management to ensure operations are run consistently and positively impact the seller experience. This position will be located in the supported region
Job duties includ e:
Daily and weekly operations management
Regional partner forecast process
Escalation, change management, and corrective action
Representation of regional partner network in business reviews
Drive continuous operational improvement
Validate monthly payment process
Launch new site operations
Audit sites and validate agent satisfaction
Root cause analysis and corrective action plan for variances in operational performance
Facilitate Away teams and on-site visits.
Desired Candidate Profile :
- Graduate / MBA having 14 - 18 years of work experience and currently working with a Global MNC BPO as VP / GM Operations handling Vendor / Partner Operations. At least last 5 years of experience in an International Call Center / BPO in outsourced operational leadership handling Vendor / Partner Operations across the multiple centers.
- Strong business analytics and leadership skills
- Detailed reporting and metrics preparation
- Program and technical management
- Operations process standardization
- Project management experience
- Scoping and launching new international Seller Support sites to support our global business
- In-depth knowledge of work force management systems and forecasting
- Quality management, and performance management
- Familiarity with outsourcing environment
- Fluent in English
- Executive business presentations
- Excellent skills in Microsoft Excel, PowerPoint, and Word
- Up to 30% domestic and international travel.
Interested candidates can call us @ 040-40101210/11
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