Associate Director

3 weeks ago


hyderabad, India 2coms Full time
AboutClient
OurClient provides innovative and transformative customer care andcustomer experience solutions to the world s leading brands. Thereare more than 35000 people who are part of the client family in 42locations in North America Asia Europe and theCaribbean.
Foundedin 1998 in Los Angeles client expanded operations into global areaToday client plays a key role partnering with multinationalcompanies as they expand their reach into one of the world slargest globaleconomies.
Position :Associate Director of Operations
Location :Hyderabad
Reportingto :Site Leader/ SVP Operations
Type: Fulltime
Shift US workinghours
RoleandResponsibilities :
Asthe Associate Director of Operations for Operations you will beresponsible for overseeing the daytoday operations fostering apositive work culture and driving the team towards achievingperformance targets.


Yourrole will encompass the followingresponsibilities:
TeamLeadership:

Providestrong leadership mentorship and guidance to the Contact Centerteam including managers andsupervisors.

Fostera collaborative and customercentric culture that empowers employeesto deliver outstandingservice.


OperationalExcellence:

Setand monitor operational goals KPIs and performance metrics toensure optimal team performance andefficiency.

Implementstrategies to improve key metrics such as customer satisfactionfirstcall resolution average handle time and service levelagreements.


ProcessImprovement:

Identifyprocess gaps and inefficiencies within the Contact Centeroperations and implement continuous improvementinitiatives.

Collaboratewith crossfunctional teams to streamline processes and enhancecustomer servicedelivery.


QualityAssurance:

Developand maintain quality assurance programs to ensure consistentdelivery of highquality customerinteractions.

Conductregular quality assessments provide coaching and develop trainingplans for teammembers.


StakeholderManagement:

Buildstrong relationships with internal departments to align ContactCenter operations with overall companygoals.

Collaboratewith clients or partners to understand their needs and provideinsights to enhance servicedelivery.


BudgetManagement:

Assistin creating and managing the budget for the Contact Centeroperations optimizing resources for maximumefficiency.


TechnologyandInnovation:

Stayupdated on industry trends emerging technologies and best practicesin contact centeroperations.

Recommendand implement technology solutions that improve agent productivityand enhance customerexperiences.


ReportingandAnalytics:

Generateregular reports and analytics to measure performance and provideinsights to seniormanagement.

Usedatadriven insights to make informed decisions and drive continuousimprovementefforts.


Qualifications:

Bachelorsdegree / Masters degreepreferred.

15years of proven experience in contact center management including10 years in a leadershiprole.

Strongunderstanding of contact center operations customer service bestpractices and performancemetrics.

Excellentleadership and communication skills with the ability to motivateand developteams.

Provenexperience in process improvement change management and projectmanagement.

Stronganalytical and problemsolving abilities with a datadrivenapproach.

Proficiencyin using contact center software CRM systems and reportingtools.

Exceptionalinterpersonal skills and the ability to collaborate effectivelywith variousstakeholders.





Requirements Applicantmust have experience into leadership role for 10years
Musthave experience into managing Contact Centre / BPOOperations.
Mustbe a localite ofHyderabad
Musthave exposure to manage 100team
EarlyJoiners preferred ( Notice Period can be buyed out byclient)
seniormanager operations

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