Senior Manager - Operations - International Telecom/Contact Center (12-20 yrs)

PROFILE & EXPERIENCE

- 12+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operations.

- Domain Knowledge: Preferred Global Telecom experience (Customer Service & Sales)

- Proven track record in leading and motivating large teams, with the ability to attract and nurture talent.

- Demonstrated success in exceeding performance metrics and contractual obligations.

- Experience in building relationships within a matrix-driven organization

- Strong client-facing communication and negotiation skills

- Analytical acumen to streamline complex processes.

- MBA/ PG Degree would be an advantage.

ESSENTIAL JOB ELEMENTS

- P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy.

- Operations: Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals.

- Team management: Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

- Strategy: Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.)

- Business Growth: Support business growth by collaborating with Sales & marketing across geographies.

- Best practices: Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.

- Domain Capability: Strengthen domain capabilities.

- Compliance: Ensure compliance with all client regulatory requirements

- Client Satisfaction: Ensure client satisfaction. Become 'Voice of the Customer' Establish strong relationships with clients.