Overview
job description and activities involved :
* will lead and oversee all aspects of the company’s operational activities, ensuring efficient processes, optimized performance, manage p&l and scalable growth. This role is critical in shaping operational strategies, implementing best practices, and driving cross-functional alignment to meet organizational goals. The ideal candidate is a strategic thinker with a strong background in operations management, team leadership, and change management
* develop and implement operational strategies aligned with overall business goals
* lead and manage all operational functions including production, quality assurance and training
* identify areas for process improvement and implement systems that increase efficiency, reduce costs, and improve service delivery
* partner with the executive leadership team to develop short- and long-term operational plans
* establish kpis and operational metrics to track performance and drive accountability
* oversee budgeting, forecasting, and financial performance of operational departments
* champion a culture of continuous improvement, innovation, and operational excellence
* motivate, develop and mentor team members in a dynamically changing environment
* lead governance / escalations calls with the client
* drive the operations kpi, by providing inputs - to eventually improve the floor's performance
* run projects with vision for learning, revenue & metric improvements
* assess & set the priorities on daily basis - considering the expected volume of engagements
* quickly channelize the existing resources, if need be, into any of the internal segments, basis the surge in the volume
* provide service management expertise for long pending cases, in order to ensure quick closure of such engagements
* draft & execute achievement driven incentive / additional incentive plans for the team
functional competencies and skill sets required for the position :
* should possess experience in to international chat / voice process, preferable telco experience
* experience in managing isp operations with relevant domain knowledge
* ability to prepare & present sla / kpi & other metric driven dashboards / reports for internal & external reviews
* excellent communication skills
* good command over spoken and written english
* candidate should be ready to work in a 24
* 7 environment
* should have a flair for customer service, technical, billing & sales
* persuasive speaking skills- able to understand customer’s needs and to add value to client by selling aggregated values
* highly energetic and self-motivated- able to keep himself with a positive attitude despite customer’s objections
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