We create game-changing customer journeys that help brands grow, across the world and into the future.

• Service Delivery – achieving all key contractual SLAs
• Day to day Client management
• Lead all client and internal calls for the process, single point of contact
• Direct WFM, Training, and other shared services for optimum functioning of account
• Single point of contact for all financial decisions regarding the account
• Manage attrition and career planning of all employees within span of control
• Grow account strategically to increase the top line for the organization
• Manage and improve the profitability of the account
• Ensures continuous improvement in service delivery through Process Improvement Initiatives

• Vast experience (hands-on) in contact center/outsourcing space
• Currently a Senior Manager role (min 100HC) that can lead the operations team including Operation Managers and Team Leads. Have the capability of building a high-performance culture of inspiration and motivation.
• Can provide high-level advice on strategic planning, performance management, and continuous service quality improvement.
• Undertake the development, implementation, monitoring, and reporting of the Operations Plan to meet the goals.
• Can work with the Senior Management Team both inhouse/CNX to improve performance, service quality, processes, and information flow
• Knowledge of leading delivery with Voice business services is a mandate
• Ability to monitor efficiency parameters (seat utilization/shrinkage / attendance management/retention etc)
• Ability to work under pressure and adapt & drive the team to meet constantly changing dynamics
• Ability to manage client expectations and drive high e-Sat / VOC• Strong financial management acumen. Understanding of P&L
• Strong understanding of contracts and key BPO dynamics governing them
• Strong customer service orientation and client management skills
• Robust experience in driving key customer metrics like NPS/ CSAT