Minimum work experience:11+years
Lead/ Manage all aspects of Operations with emphasis on continuous improvement in operating results and strengthening underlying processes.
Delivery of all customer metrics
Ensuring continuous improvement in service delivery through process improvement initiatives.
Develop and sustain strong relationship with clients .
Implement robust processes to ensure high employee satisfaction & engagement and there by contain attrition.
Continuously drive and improve efficiency metrics like seat/manpower utilizations.
Continuously drive and customer and employee metrics.
Do a proper base-lining of performance.
Ensure integrity of data and reports and adherence to service level agreements
Should have operational rigor.
Should have client front ending & management capability.
Should be analytical and have a strong numbers orientation .
Should have leadership qualities and ability to manage large teams & manage processes (200 +).
Stability should not have changed jobs frequently .
Good understanding of quality in a customer service context .
Strategic and tactical thinking skills.
Should have ability to communicate at all levels of organization & a team player.