DGM - Outbound Operations (Leading BPO)

2COMS Consulting Pvt. Ltd.
  • Gurgaon
  • Confidential
  • 10-14 years
  • 524 Views
  • 12 Oct 2016
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  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Qualification : Graduate / MBA preferred

Experience : 10+ years into Outbound operations / Outsourcing Space

Job Description :

Managing site delivery of a large CRM account
Delivery Metrics and contractual SLA management
Day to day Client management
Managing an account of 500 FTEs
Lead all client and internal calls for the process, single point of contact
Direct Workflow, Training and other shared services for optimum functioning of account
Single point of contact for all financial decisions regarding the account
Manage attrition and career planning of all employees within span of control
Grow account strategically to increase top line for the organization
Lead all client and internal calls for the process, single point of contact
Direct Workflow, Training and other shared services for optimum functioning of account
Provide Strategic advice for Business and Process Excellence
Own the P&L

Skills Required :

Strong financial management acumen. Understanding of P&L
Strong understanding of contracts and key BPO dynamics governing them
Strong customer service orientation and client management skills
Robust experience of driving key customer metrics like NPS
Fundamentally a strong people manager. Should be able to guide a team to success
Strong understanding of digital marketing and online tools

Candidates only from BPO / ITES with experience into Outbound operations should only apply

Candidates should have a strong experience & understanding of Digital Marketing & Online Tools


Job Posted By

2coms
Manager

About Organisation

2COMS Consulting Pvt. Ltd.