Global Operations Strategist

6 days ago


Bengaluru, Karnataka, India IGT Solutions Full time

About IGT Solutions

IGT Solutions is a leading provider of integrated BPM, Technology and Digital Services & Solutions for clients across industries. Our mission is to simplify complex customer interactions while delivering a seamless experience.

About the Role

We are seeking an experienced Global Operations Strategist to lead our Digital Contact Centre Operations. The successful candidate will be responsible for providing strategic and tactical operational direction to the team in order to achieve desired business goals and ensure customer delight through close interaction with leadership.

Key Responsibilities

  • Analyze workflow to identify inefficiencies and develop policies to improve the process
  • Implement change and track progress
  • Deliver 100% to client-set contractual goals of service delivery and meet/exceed 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
  • Designing and presenting all Performance Reviews to the client and the company Leadership Team

Requirements

  • 12+ years of experience in Customer Operations, Contact Center Operations, BPO Operations (Travel preferred)
  • Deep knowledge and understanding of the BPO/Contact Centre operations, Competition & Market trends in BPO industry
  • Must have managed 300-500+ FTE across Voice, Chat, Back-office and other Omni channel BPO customer operations
  • Experience in P&L management preferred with understanding of budgeting, financial planning, project and site level financials at Gross, Operations and EBITDA margins
  • Lean Six Sigma Green Belt / black belt trained/certified (preferred)

What We Offer

Competitive salary of ₹25,00,000 - ₹35,00,000 per annum based on experience

Ongoing training and development opportunities

Collaborative and dynamic work environment

Opportunity to work with a leading provider of integrated BPM, Technology and Digital Services & Solutions



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