Head | Operations | | BPO

Primary Job Responsibilities:
• Proven experience in operational process management, change management, and administrative leadership roles
• In-depth knowledge of diverse business functions & operations best practices (Voice, Chat, Email, Back office, WFM, Training, Quality, Resourcing, Customer Service, Sales, etc.)
• Provide additional support for achieving key performance and productivity goals.
• Experience and hands-on data analysis and statistical process control, as well as providing direction and leadership to cross-functional teams is a must.
• Responsible for a wide spectrum of Operations and P&L responsibilities, must be able to multi-task across multiple business operations with proficiency.
• Prepare and conduct effective and timely weekly, monthly & Quarterly Business Reviews
• Responsible for all aspects of operations which include but are not limited to meeting key performance metrics, managing staffing, providing and maintaining excellent customer experiences scores, ensuring effective coverage and training of operations staff; delivering excellent client services, and meeting desired business KPIs
• Work closely with Internal controls and finance teams to develop and maintain the annual budget and monthly/quarterly P&L forecasts
• Drive Continuous improvements and innovations to enhance quality, CSAT
• Optimizing spending for LOBs, preparing the medium-term plan, annual budgets, and activity plan consistent with the agreed strategies with Unit and organizational goa
• Collaborate with Sales/Account Management/ Presales teams to grow the business & coordinate customer site visits
• End to the 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
• Meet & Exceed all BPO metrics like AHT, Staffing Adherence, Abandoned Occupancy for Voice Business