Site Lead

2 weeks ago


Chennai, Tamil Nadu, India ICCS Full time

Position: Site Lead

Experience: 15-20 Years

Location: Chennai

Notice Period: Immediate - 30 Days

To manage the entire location as a Site head.

He/She should be from a local area and have an experience in third-party call centers for at least 8 years.

Job Responsibilities

Manage capacity planning, scheduling, forecasting, real-time management, and reporting.

Coordinate with operations and various departments on a regular basis.

Daily monitor all required KPIs effectively to ensure they meet their targets.

Effectively manage outage scenarios.

Manage ad-hoc requirements from Ops & any other functions.

Daily/weekly performance with stakeholders.

Outlier management for all efficiency parameters.

Strong analytical skills.

Handle and achieve departmental requirements.

Accurate and timely reporting.

Client management internal and external.

Ability to work on data and generate various types of dashboards, reports/ad-hoc reports.

Meeting client requirements within TAT and with accuracy.

Desired Candidate Profile

Handle operations, IT, HR, admin, T&Q, MIS, and WFM for the local site.

Responsible for manpower availability and client SLAs.

Should be responsible for generating full revenue for the location.

Should be responsible for the growth of a center.

Should have good knowledge of local call centers in that area.

Should lead hiring, training, and quality at the local site level.

Must have local language knowledge and understanding of local culture.

Should be self-motivated for growth of a center.

Should be responsible for P&L for that location.

Should have a strong eye for reviewing data.

Should have a good persona for leading a center.



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