AVP – Operations – Retail/CPG/eCommerce – US – BPO (12-18 yrs)

Role : AVP – Operations (Retail / CPG /eCommerce for US Geography) – BPO

Location : Delhi NCR

Functional Experience :

At least 10+ years in the Service Industry, managing Contact Center operations (Voice + Non-Voice) and Large Teams in excess of 300+ people for Retail / CPG / eCommerce Clients (Processes) for US Geography. The incumbent should have experience in Client Management, SLA Management, Transformation Projects, Transitions and P&L Responsibilities, should have experience in managing Operations , Onboarding New Clients

Education / Qualification : Graduate / Post Graduate in Management

Scope of Work / Area of Influence : Independently managing Client Relationship and ensuring process deliverables are met.

Key Accountabilities :

– Managing P&L

– Consultative Approach to drive transformation in the client business processes

– Customer Experience Management (NPS/CSat)

– Managing performance of team and driving them

– Client & Account Management

– SLA/ KPI Management

– People Management

Job Responsibilities :

– Hiring, Retain and development of best talent in the industry

– Ensure implementation and continuous improvement of quality systems/procedures

– Strategize and implement Continuous Improvement in the existing client’s business Processes.

– Maintaining 100% customer satisfaction Index

– Should have the ability to view one’s own functional area in the wider context of the Client and the company

– Is able to set targets and develop courses of action to achieve the target for self and team members

– Deliver Revenue and Margin goals QoQ/ YoY

Personal Attributes :

– Should have managed International BPO Process for Retail / CPG / eCommerce Clients / Process

– Excellent Communication Skills (Written & Verbal)

– Excellent Presentation Skills/Sound knowledge of MS office

– Excellent Leadership & Man Management & Decision-Making skills

– Strong Customer Focus & Good knowledge of the industry

– Self-Starter with high energy level and ability to handle diverse work pressure and stress

– GB/ BB certification will be an added advantage

Delhi NCR

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