Service Delivery Head

Designation: Service Delivery Head

Location: Indore

Salary: 10-13 Lakhs per annum

February 20, 2016

Description

Service Delivery Head – Operations
This role has the ability to view the “Big picture” and to work effectively for the process standards and capacities. The candidate shall be solely accountable for the SLA’s of the client and to take care of end to end process delivery.
Key role responsibilities:
 Managing end to operations of the process.
 Team management.
 Handling process related updates from advisors/ clients and taking initiatives to apply them in the process.
 KPI management like AHT, C-sat and Quality.
 Managing Attrition and Shrinkage for the process as a whole.
 Must be able to meet client SLA.
 Responsible for process P&L management.
 The candidate must be working at the designation of a Sr. Manager – Operations.

The candidate must have experience working for Telecom , Pre-paid, Inbound contact center for atleast 6+ years on a leadership role.
The salary and perks shall be as per the candidate’s experience.

Desired Experience and Qualifications
 Graduate degree in any discipline with MBA/ Any Management degree shall be preferred.
 People management experience.
 10+ years of experience in BPO domain specific to the line of business with good exposure to team handling.
 Excellent qualitative, analytical, reporting and communications skills.
 Fully proficient in English.
 Highly proficient with MS Word, Excel, PowerPoint
 Highly proactive with ability to solve business problems effectively
 Persuasive with excellent organizational and follow up skills.
 Critical thinking and very detail oriented.
 The candidate must be working at the designation of a Sr. Manager – Operations.

Qualification / Requirements

Desired Experience and Qualifications  Graduate degree in any discipline with MBA/ Any Management degree shall be preferred.  People management experience.  10+ years of experience in BPO domain specific to the line of business with good exposure to team handling.  Excellent qualitative, analytical, reporting and communications skills.  Fully proficient in English.  Highly proficient with MS Word, Excel, PowerPoint  Highly proactive with ability to solve business problems effectively  Persuasive with excellent organizational and follow up skills.  Critical thinking and very detail oriented.  The candidate must be working at the designation of a Sr. Manager – Operations.

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