Outsource Support Professional

3 weeks ago

Kolkata West Bengal, India CIEL HR Full time

Telecom Based MNC Hiring for the role of Outsource Support Professional BPO - Kolkata Location Postion Outsource Support Professional Experience 8 Years Domain BPO Mode WFO 5 Days Location Kolkata Onboarding Immediate - Max 30 days About company One of the worlds leading communications services company It has operations in around 180 countries and is the largest provider of fixed-line broadband and mobile services What I ll be doing - your accountabilities Support management on all aspects of operational performance for a specified group of people in accordance with policies and procedures in order to maximise performance and support a high quality service to our customers To undertake risk analysis activities working with the Outsource Manager and Partner team to put actions in place to resolve any issues Identify and drive operational efficiencies with Outsource Partners to deliver enhanced benefits Responsible for undertaking regular data analysis to provide insight to enable proactive measures for improvement and action-planning Support the Outsource Partners to achieve operational targets through effective use of the leadership principles agreed job standards and behaviours Champion Outsource Customer Services at cross functional programme and project meetings to deliver the optimal Service experience for the business and customer Create and drive initiatives to improve processes Keep informed on all areas that may impact operational performance whilst working in partnership with Team Leaders to ensure they retain accountability and take all appropriate action in line with policies and procedures Develop and share a single view of stakeholder customer and wider-business required change Liaise with all operational key contacts to ensure that changes post launch is fully embedded within operational culture Skills required for the job Previous Operational Contact Centre Management Experience in Outsourcing Partner Management Strong analytical skills and an attention to detail Ability to define and deliver continuous improvement initiatives performance enhancements and overcome barriers to success Successful track record of delivering quality and efficiency and KPIs Leadership influencing both direct team and Outsource Partners Excellent decision-making skills Strong stakeholder management skills Proactive approach Ability to lead through change Extremely customer focussed Highly effective motivational communication and influencing skills Be proficient in both excel and PowerPoint Connected leaders behaviours Customer Champion Collaborative Partner Commercial Thinker Experience you would be expected to have MANDATORY - Telecoms industry experience MANDATORY - Experience in similar role and a willingness to travel on a frequent basis MANDATORY - Valid driving licence MANDATORY - Understanding of local geography MANDATORY - Valid Passport

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