DGM - Delivery Excellence

Lakshya Recruitment Solutions Private Limited
  • Bangalore, Kolkata
  • 16-23 lakh
  • 12-20 years
  • Views
  • 17 Oct 2016

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Expectations from the role
Driving improvement initiatives that positively impact Client satisfaction & business profitability
Identifying areas of improvement and facilitating improvement projects which can result in significant
improvement in profitability
Solving business problems through innovative & sustainable solutions
Identifying process gaps & automation opportunities
Project managing improvement efforts across multiple locations and maintain consistence in effort &
implementation
Interfacing with leadership/clients and identifying opportunities for value
Driving effective Change Management for a stable & consistent delivery Zero surprise operations
STRATEGIC INPUTS / SKILLS REQUIRED
Project Management
Effective communication with account leadership
Ability to identify improvement opportunities
Process mapping
Problem solving
12+ years of total experience & with 5+ years of experience with CRM voice or non-voice business (chat & email)
Exposure to drive complex improvement projects across multiple accounts/domains
Preferred - Experience within customer care domain
Valid passport
Applicant should be open to travel short & medium (2 - 3 months) term assignments
Flexibility to work in shifts
Knowledge of MS Excel & PowerPoint


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