Posting : Rajasthan
Salary : INR Rs.15 to 16 lakhs per annum
Our client is an online mobile payments and identity verification company that provides ID scanning and validation products for mobile and web transactions. The company provides card and ID scanning technology.
The Company is Head Quartered in USA.
The Indian Operation is Head Quartered in a big city of Rajasthan
There are around 800 to 900 employees .
There are around 4 to 5 shifts,
The Vice President Call Centre Operations is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
The Vice President Call Center Operations success is measured by the organizations ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. Presently all calls are of an inbound nature.
The Vice President Call Center Operations executes the vision for the operation insuring the Call Center meets customer and organization needs. The successful Vice President Call Center Operations is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.
Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,
Responsible for development and administration of annual department budget to attain business goals with operational stability,
Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,Manage and expand client and coworker relationships,
Find and close new revenue opportunities within the existing client base,
Insure compliance with regulatory agency guidelines and standards.
Knowledge, Skills, & Experience Requirements
Bachelor of Science degree or higher preferred,
Minimum 5 years of Call Center/Contact Center TOP Management Experience
Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,
Exceptional ability to develop and manage results-oriented recruiting and training programs,
Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
Strong negotiation, interpersonal, written and oral communications skills including statistical report writing,
Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred),
Occasional travel to clients or trade show required.
Compensation : INR Rs. 15 to 16 lakhs
If Interested Send your Resume urgently.
Aniruddha Roy Choudhury, ONI ENTERPRISES, Top Management Recruitment Consultant.
Oni Enterprises is looking for Any graduate.
Looking for Any graduate graduates profile.
Looking for Any graduate graduates profile.