OPERATIONS LEADER- CONTACT CENTRE OPS!!

url to apply- https://www.naukri.com/job-listings-operations-leader-contact-centre-ops-hcl-technologies-limited-noida-15-to-20-years-061120002643?src=sortby&sid=16154554956807784_1&xp=7&px=1

from 15 to 20 year(s) of Experience

20,00,000 - 30,00,000 P.A.

Noida

Job Description

HCL DPO is hiring for Operations Leader for Noida location!!

Minimum Experience- 12 + Years of Experience; 10+ yrs of relevant exp. in managing Contact Centre Ops

Roles & Responsibilities

• Ensuring successful delivery of the service
• Ensuring that the right level of competency is available in order to drive best in class service delivery
• Quality, ensuring that KPIs are tracked and actioned in order to drive service delivery excellence
• Conduct analysis of key results KPI / CPI / business metrics on a regular basis to ensure that all deliverables meet or exceed client expectations
• Determines 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.
• Maintain and improve operations by monitoring operational performance; identifying and resolving problems; preparing and completing action plans; toot cause analysis
• Build and manage excellent business relationships with internal/external customer groups, peers and senior management
• Innovate and Improvise on processes with hard targets for process improvements
• Evaluate process changes feasibility and work closely with the client to implement changes
• Driving Quality initiatives including Kaizen, Lean, Six Sigma etc.
• Imbibe HCLs culture of focus on value and business outcome in the team
•  

Skill set

Necessary Skills

• Deep domain expertise in Voice/ contact centre and non-voice operations.
• Hands on experience of managing SLAs and KPIs
• Excellent inter-personal and people management skills, with an ability to lead the team from the front; should have handled large global teams (500+ FTEs)
• Good Analytical Skills; Expertise in analyzing data, creating models using excel and other tools
• Excellent Communications skills, both verbal and Non-Verbal

Desired Skill Sets / Preferred Attributes

• Good knowledge of Quality Principles and Six Sigma certification.

Educational Qualifications:

• Bachelors Degree from Reputed University; MBA

Experience:

• Minimum 15+ years of experience in Managing Contact Centre operations
•  
• Interested candidates can share their CVs with me at alkasi@hcl.com along with below details:
• Current CTC (Fixed + Variable)
• Current Location:
• Notice Period:

Role:Operations Manager

Salary: 20,00,000 - 30,00,000 P.A.

Industry:IT-Software, Software Services

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Operations

Employment Type:Full Time, Permanent

Key Skills

Quality InitiativesContact Centerservice delivery leader

Delivery ExcellenceTelecomKaizenSix Sigma CertifiedService DeliveryLean Six SigmaOperations