Responsible for the overall management of the programs and operating teams within the center. Primary responsibilities include meeting client contractual terms, delivering revenue and profitability performance according to the SGS operating plan while retaining an engaged and productive workforce. Meeting these objectives will enable the company to meet growth targets through the retention and growth of the existing client base while providing the required profits.
MUST Have experience in:
Telecom
IT/Tech Support/Technology
Voice & Non Voice (Chat Process)
Sales
Mission for the Job
Achieve Targeted Revenue & SD Margin targets as budgeted:
To ensure right staffing levels as per LE and engagement of right quality of people to meet the targeted service levels
To continuously ensure provision of essential infrastructure, technology, training to employees
To ensure optimum utilization of seats and to optimize all direct costs including manpower, connectivity etc., and keep them under control as per budget
Adherence to SOW targets of the programs and continually improve performance:
To achieve all quality metrics as determined by the SOW
To achieve all efficiency metrics of the Programs as defined by SOW
To achieve 50/75 status of Table F (for programs which have achieved 50/75 status, enhanced metrics to be incorporated)
Development of Supervisory Staff, Associates and Performance Management:
To ensure that 75% of TLs and GLs undergo the First Line Supervisory Developmental Programs rolled out by the Training Department
To ensure ongoing training and knowledge support to front line staff to continually improve performance of the center
Ensure continuous program improvement thru ongoing performance management of bottom performers
Retain an Engaged and Productive Workforce:
To improve the % of actively engaged employees by 15%.
To reduce annual employee attrition by 5% quarter over quarter
Hire A players in all managerial positions within the Center
Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Service Delivery Leader
Role: Service Delivery Leader
Keyskills: Operations, Service Delivery, P&L Management, Operations Delivery, Client Management ,account management,key account management
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