SDL- BPO Operations

1 week ago

Chennai, Tamil Nadu, India Ienergizer Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Dear Candidate,

Greetings from iEnergizer.

We are urgently hiring for Service Delivery Leader (SDL) for Domestic Process.

Location : Chennai

Contact Person : HR SHARAN

Eligibility Criteria: -

  • Person should be having more than 12+ Years of experience & 10+ Years from BPO (Customer Service) Industry.
  • Only aspirants with Sr. Manager & above level will be eligible for this role.
  • Excellent at Site Handling.

SDL Operations - Chennai

Responsibilities

  • Managing delivery of Domestic account initially.
  • Delivery matrix and contractual SLA management.
  • Ensure timely and accurate reporting of performance metrics and SLAs to the Management
  • Day to day client management.
  • Managing a span of 300+ FTs across White Consumer Durable product account.
  • Lead all client and internal calls for the process, single point of contact.
  • Responsible for deploying optimal workflow to deliver the desired delivery goals.
  • Deploy and review proper Quality Control measures and Tollgates in process.
  • Monitor and review trend analysis on dashboard/ MIS/ performance reports and recommend/ guide solutions and efficiency measures for further improvements.
  • Identify opportunities to streamline business processes and systems. Represent the company and actively participate in operational reviews, MBRs/QBRs.
  • Direct workflow, training and other shared services for optimum functioning of account.
  • Manage attrition and career planning of all employees within span of control.
  • Grow account strategically to increase top line for the organisation.
  • Manage and improve profitability of the account.

Desired Profile

Educational qualification- Post Graduate in Business Management.

Work experience - 15+ years of relevant experience.

Special requirements

  • Strong written and verbal communication & technical writing skills.
  • Strong understanding of contracts and key BPO dynamics governing them.
  • Strong customer service orientation and client management skills.
  • Fundamentally a strong people manager. Should be able to guide a team to success.
  • Highly organized with a proven track record of delivering to deadlines.
  • Exceptional attention to detail and output oriented & work under pressure
  • Excellent People Management & leadership qualities.

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