AVP – Client Engagement & Process Management – BPO/ITeS (10-16 yrs)

Role : AVP – Client Engagement & Process Management ( BPO / ITeS)

Location : Delhi NCR

Job Description:

– Process Management – Responsible for management and coordination of overall operations, SLA delivery across all processes

– Client Interaction – Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores.

– Manage conference calls/other communication with the client and build a rapport with key client contacts.

– Team Management and People Development -Lead & motivate a team of Support and Operation Leaders and ensure their development through direct coaching/feedback wherever required, Support Learning and development initiatives, Coaching and counseling, staff motivation retention programs. Effectively implement rewards/recognition, appraisal & Incentive programs. Create cross-functional teams to encourage team building.

– P&L accountability.

– Supporting new business initiatives.

– Internal co-ordination with Projects and other teams within the org to meet SLA standards.

– Transitioning support.

– Responsible for ensuring the infrastructure utilization is done keeping in view the business requirements/new process migrations.

– Ensuring cross functional teams are operating in line with the business needs

Educational Qualification & Work Experience :

– Graduate/ Post Graduate with Minimum 10 years of team handling experience in a sales/ contact center environment with 5 + yrs experience into Client Engagement & Client Management ( with an International BPO / KPO).

– Proficient English reading and writing skills

– Proficient in Microsoft Office applications

– Highly organized with a proven track record of delivering to deadlines

– Exceptional attention to detail and output oriented & work under pressure

– Ability to follow SOPs

– Problem solving skills

– Effective communication and analysis skills