Lead Operations Director

1 month ago

Pune, Maharashtra, India IGT Solutions Full time

About the Role:

We are seeking a highly experienced Lead Operations Director to lead multiple client business operations in a Global Digital BPM Contact Center services environment.

The successful candidate will have direct ownership and accountability of strategic and tactical operational direction to the operations team in order to achieve desired business goals and to ensure customer delight through close interaction with the client stakeholders and internal leadership.

Key Responsibilities:

  • Deliver 100% to the client set contractual goals of service delivery and meet/exceed the financial and operational goals set by the organization.
  • Create and present business reviews to the Client and internal leadership on weekly / monthly basis. Generate additional process insights, RCAs and Action Plans to improve customer experience.
  • Responsible for profitability of the current program.
  • Manage and control attrition within the required thresholds and lead by example in setting the right persona of a true people leader.
  • People management with help of skip level meetings, TL grooming and Red Amber Green analysis.
  • Agent development through strong coordination with Training.
  • Liaison between Client and the company to build and maintain smooth operations delivery and expanding relationship with the client.

Requirements:

  • 12-18 years of experience in BPO Operations at a leadership level, Travel Operations Preferred.
  • Should have deep knowledge and understanding of the Travel market, Competition & Market trends in BPO.
  • Lean, Six sigma Green Belt / black belt trained / certified (preferred).
  • Proven ability to build, manage and foster a team-oriented environment.
  • Have an ability to understand Staffing adherence and Schedule Adherence.
  • Proven ability to work creatively and analytically in a problem-solving environment.
  • Deep desire and passion to work in service/Sales environment.
  • Excellent communication (written and verbal) and interpersonal skills.

Salary: ₹22,00,000 per annum.

About Us:

IGT Solutions is a leading provider of global digital BPM contact center services, committed to delivering exceptional customer experiences through our teams of skilled professionals.

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