CogentHub - Head - Operation (3-4 yrs)

Operation Head CogentHub Kolkata

- P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy. Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention

- Operations: Drive operational improvements, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.

- Team management: Manage high performance teams, improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

Requirements:

- 14+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operation

- Experience in Voice, sales, and Blended business delivery with a large company, including exposure of running high performance teams.

- Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.

- Experience of managing multiple LOBs and Clients

- Experience of managing P&L, cost management, driving performance and growing businesses

- Experience with a matrix driven global organization.

- Proven track record of building strong relationships with stakeholders

- Strong internal client-facing skills with excellent communication, negotiation, and conflict management skills

- Analytical acumen and the ability to streamline complex processes

- Excellent English communication and the ability to deal with global customers and stakeholders

- MBA/ PG Degree would be an advantage

Desired Skills:

- Good Communication Skills, With Internation BPO experience.

- Assertive with High energy levels

- Strong Interpersonal Skills and ability to interact effectively with stakeholders

- Result orientation, Process Oriented, Ability to handle stress and Ability to motivate

- Working knowledge of budgeting, cost estimating, capacity utilization

- Knowledge of Organizational structure, workflow, and operating procedures

- Leadership, Analytical, people management and Presentation skills

- Should be an expert in managing delivery

- Ability to coach, provide effective feedback and develop action plans, which maximize performance

- Ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goa