Head of Operations
3 weeks ago
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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