Acts as a representative of the Global Business Operations on multiple projects or key working groups
End to end client Management including reviews with client, value addition to the client and proactive communication to internal and external clients
Positioning IGT Solutions & Services as a major player in the customer services segment to become a partner of choice for related companies in BPO services
Collaborate with Sales/Account Management/ Presales teams to grow the business & coordinate for customer site visits
Delivers continuous improvement in execution measured by reduced outcome variance, efficient cost management and better customer experience
Use appropriate coaching techniques to coach managers on building trusting, candid relationships with their teams to enable productive development conversations to unlock potential and drive performance
Should have deep knowledge and understanding of the BPO/Contact Centre operations, P&L Management, People Leadership along with Competition & Market trends in BPO industry
Must have managed 500+ FTE across Voice, Chat, Back-office and other Omni channel Digital BPO Customer Operations
Experience in effective P&L management preferred with understanding of budgeting, financial planning, project and site level financials at Gross, Operations and EBITDA margins
Strong ability to Implement Operational strategy and Governance at a site level and drive entire Operations through Leading and assigning team responsible for delivery.
Deliver 100% to the client set contractual goals of service delivery and meet/exceed the financial and operational goals set by the organization
Create and present business reviews to the Client and internal leadership on weekly / monthly basis. Generate additional process insights, RCAs and Action Plans to improve customer experience. Designing and presenting all Performance Reviews to the client and the company Leadership Team.
