Head of Operations

3 weeks ago


Pune, Maharashtra, India VSynergize Full time
Job Title: Head of Operations - Contact Centre LeadAbout the Role:

Vsynergize.ai is seeking an experienced Head of Operations to lead our Contact Centre Operations. The ideal candidate will have 12-15 years of experience in managing large contact center teams, preferably within the telecom industry.

Key Responsibilities:

  • Operational Leadership: Oversee end-to-end contact center operations to ensure efficient, high-quality service delivery and customer satisfaction.
  • Team Management: Lead, mentor, and develop a large, diverse team, fostering a culture of accountability and continuous improvement.
  • Strategic Planning: Develop and implement operational strategies, aligning with organizational goals and client expectations.
  • Process Optimization: Identify areas for improvement, streamline processes, and implement best practices to increase efficiency, reduce costs, and improve customer experience.
  • Performance Management: Establish and monitor KPIs for operations, ensuring all targets related to productivity, quality, and customer satisfaction are met or exceeded.

Requirements:

  • 12-15 years of experience in Contact Centre Operations, with a significant focus on the telecom industry.
  • Strong leadership, strategic planning, and decision-making skills.
  • Proficiency in managing large teams and handling high-volume operations.
  • Technical Skills: Familiarity with CRM and contact center software, as well as reporting and analytics tools.

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