Head of Call Centre Operation

We are looking for a Head of Operations - Call Centre

Basic Function

• Manage the Operational Delivery which include, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realization, Profitability
• Ensure all migrations are managed seamlessly
• Map peer levels across client organization and establish peer level relationships within the client organization
• Establishing operational performance goals
• Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional off shoring opportunities
• Put control measures in place to ensure adherence to budget and cost control

Essential Functions

This position is responsible for Operations Key responsibilities include:

• Formulation and execution of capacity and staffing plans based on medium term business forecast
• Negotiating and finalizing SLA’s with the Client - contract negotiation
• Implementing revenue and cost plans
• Establishing a review/ reporting mechanism with the Client
• Developing and approving incentive plans
• Identify and champion black belt improvement projects
• Review the progress of attrition action plans and check effectiveness
• Provide leadership to team of Managers, Asst. Managers and Executives
• Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.

The Performance parameters include:

• Client satisfaction (15%)
• Revenue and costs (40%)
• Process Improvement (10%)
• Employee satisfaction (10%)
• Attrition management (25%)

* The weightages may change from time to time depending on business requirements

Any other essential function that may occur from time to time as directed by the Supervisor

Primary Internal Interactions

• Below: Senior Managers and Managers
• Above: VP Ops
• Support: Training, HR & Process Excellence Teams and Client Relationship Managers

Primary External Interactions

• Clients: Various levels (Processing Staff, Process Managers, Client’s Project management Office, Client’s Leadership)

Skills Technical Skills

• Excellent Communication skills
• Good Computer navigation skills
• Good keyboarding speed
• Basic knowledge of off-shoring technology set-up like Bandwidth utilization etc.

Process Specific Skills

· Inbound call center experience is essential.

· Some level of experience in Back-office transaction processing preferred

· L&A Insurance, preferably US.

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