General Manager Operations
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- 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.
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