BPO Service Delivery Leader

15 hours ago

Mumbai Maharashtra India, Maharashtra Resolve GSC Full time

About ClientOur client is one of the largest Air Freight Forwarder in INDIA who is centralizing their processes in Mumbai LocationRole: Service Delivery Leader Shift Timing: 10 AM – 7 PM IST (Mon – Fri)- 2nd Saturday's Off.Salary: 10 - 14 Lakhs Per Annum (Fixed)Mode: Work From OfficeLocation: Mumbai – Andheri East Responsibilities: Client & Stakeholder Engagement: - Act as the primary liaison for client communication and relationship management. - Ensure alignment with client objectives and deliverables. - Manage escalations and provide timely resolutions.Operational Governance: - Deliver all contractual SLAs and KPIs (CSAT, AHT, Quality, Compliance). - Implement continuous improvement initiatives to enhance efficiency and customer experience.-Optimize schedule adherence and manage shrinkage.Leadership & People Management: - Lead and mentor a team of supervisors and agents to achieve performance goals. - Foster a culture of accountability, engagement, and excellence.- Build high-performing teams through coaching, mentoring, and succession planning.- Monitor attrition and engagement scores, implement retention strategies.Technology & Workforce Optimization: - - Leverage WFM reports for accurate forecasting, scheduling, and adherence.Performance Reporting: - Analyze operational data to identify trends and implement corrective actions. - Prepare and present performance reports to client stakeholders.- Managerial Experience: 6–8 years managing big teams- Excellent senior management stakeholder skillsQualifications · Candidate must be from BPO only· Should have proven experience of BPO operations management and should have eye on details.· Should have excellent communication skills (Both eMail writing & speaking)· MUST HAVE experience in Handling 100+ FTE team, TLs, Managers etc.· 10 – 12 yrs of work experience in BPO Operations. Having experience in logistics would be an added advantage.· Should have great people management skills and expertise.

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