AVP- Operations

Search Light Consultants
  • Hyderabad
  • 20-25 lakh
  • 12-18 years
  • Views
  • 12 May 2017

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

The Operations Manager is responsible for the co-ordination of the operations of a Seller Support contact centre. This position is focused on the quality and efficiency metrics used to measure the overall operational excellence. Partnering with onsite and remote program managers, this role facilitates the transition of new projects, products, systems and processes from project to operational status. The Operations Manager owns site goals and objectives in line with global strategic planning and coordinates with recruitment, training and workforce management to meet the forecasted demand. Leading teams of managers, supervisors and associates, the Operations Managers goal is to deliver the perfect Seller interaction

Responsibilities :

Manages a team of up to 180 headcount consisting of team managers, supervisors, technical advisors and associates Motivate employees to achieving the perfect seller interaction, service level agreements and targeted quality and
productivity goals
Coach and develop associates, tech advisors, supervisors and managers on career paths for internal promotion and
job enrichment opportunities
Identify system and process improvement opportunities which will directly influence the seller experience
Facilitate programmatic transition to operational go live status
Manage and coordinate change management initiatives
Implement communications strategy across the site
Participates in recruitment and selection activities including role modeling through hiring decisions and processes
Manages performance and behavior of direct reports through effective 1:1 meetings, coaching and mentorship
Maintains a positive and professional demeanor always portraying the site and company in a positive light and
effectively managing sensitive issues.
Demonstrates excellent time-management skills and the ability to work independently while using departmental
resources, policies and procedures.

Strong business acumen, exceptional organizational, people and process management and an inquisitive nature. The ideal candidate actively seeks to understand core business values and initiatives, and translate those into everyday practices. They will be comfortable in a fast-paced, multitasked, high-energy environment and will display creative and analytical problem solving skills with an unrelenting passion for excellent service to our Sellers.

This position requires a candidate who has the ability to stay focused and keep up with our continuous and fast-paced growth all while motivating others to meet the daily challenges of an extremely deadline-driven environment. The ideal candidate will have a strong commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication, motivation and intelligence. Strong communication skills as well as a strong technical and analytical aptitude are required.

Basic Qualifications :

15+ years of work experience with 9-10+ years successful BPO experience in Operations Management in a contact
centre environment currently working at an AVP level in a Global International BPO handling International Contact Centre Operations.
Degree Qualification in business or management desirable
Demonstrated ability in managing reporting and analysis
Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new
or changed business goals and/or resource reductions
Understanding of Lean and Six Sigma and a keen interest in and familiarity with technical systems.
Advanced knowledge of Excel is required for this role
Strong presentation skills and the ability to motivate and inspire large groups of people are a must
Project Management experience preferred
Proven ability to make and implement decisions.
Proven ability to build relationships quickly.

Preferred Qualifications :

15+ years of work experience with 9-10+ years successful BPO experience in Operations Management in a contact
centre environment currently working at an AVP level in a Global International BPO.
Demonstrated ability in developing and implementing new strategies and procedures
Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources,
probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans
and goals; prioritize key factors; act decisively, promptly and confidently.


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Search Light Consultants