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AVP Contact Centre Operations
ConfidentialBengaluru / Bangalore17 days ago
Job descriptionMaintains and improves Voice operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; help installing upgrades. Accomplishes Voice operations human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Prepares Voice operations performance reports by collecting, analysing, and summarizing data and trends. To Design and implement the NPS for the Voice operations as per Client Mandate and approval. Awareness of ISO & Other statutory Guidelines for the Voice operations Understanding of Supply Planning and WFM Formulate, Implement and Monitor the Transactional Quality parameters based on SLA guidelines. Delivering Highest Level of Service Delivery Standards Exemplify Passion for excellence Design and Drive Business / Program Excellence Initiatives Voice of the Organisation. Managing Self Inspirational Leadership Lead from the front as the SME of the Business / Program Design & Drive People Metrics Promoting Diversity & Inclusion as per Organisational Culture Mentoring & Coaching Operational & Leadership values Improve employee retention and enhance employee engagement. Succession Planning Graduation / Postgraduate. Preferably COPC / Six Sigma Certified Ideal candidature would be 18-22+ YEARS OVERALL EXPERIENCE WITH MIN 14+ YEARS IN as the VOICE SME, out of which at-least minimum 7+ years in Leadership role for U.S Customers. Extensive experience in US Healthcare will be a plus but not necessary Must be working with U.S based Business / Customers in U.S Shifts Thorough understanding of all Voice based metrics and SLA Knowledge of Blend Voice Operations (Outbound & Inbound) ACD, CITRIX, Dialer Understanding is must from the Design and Implementation point of view IVR & Call Tree Management is preferable CSAT / NPS Governance Business Governance and Auditing Knowledge of WFM and Reporting Tools (Blue Pumpkin / Calabrio / Citrix / Oracle) Awareness of ISO, ISMS Excellent Client Communication Skills MIS and Reporting Understanding (Creating Dashboards) Process Improvement Skills and Tools Excellent Analytical skills Revenue Management & P&L Understanding Proven participation on Improvements Project Managed a large and Complex Delivery Team for more than 800+ FTE Preferable Onshore Transition experience Awareness of ISO, ISMS & other Compliance and Audit Parameters Astute understanding of MS Office Tools Displays a High Level of Integrity and Maturity Displays high level of People Management practices
Objectives and Responsibilities of AVP Contact Centre Operations
(A) As a Strategic Thinker :
- Build & Operate the Voice Business as a COE
- Design the HLD and LLD for Voice
- Identifying Value additions and Process Improvement Initiatives
- Stakeholder Management
- Client Relationship Management
- Account Management
- Driving Client / Internal Business Excellence Initiatives
- To Manage and Lead a Blend (Inbound & Outbound) Voice operations and deliver high productivity through controlling, monitoring, analysing & reviewing system.
- Determines Voice operations operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost / benefit analyses.
- Defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Develops Voice operations systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Understanding & Implementation COPC Framework.
(B) As Driving Results :
(C) As a Partner with Clients :
(D) Lead People
Qualifications & Mandatory Skills :
Skills Required
Contact Center Management, contact centers , Voice Process, contact center operations
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Avp • Bengaluru / Bangalore
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