3 Contact Center Operations Jobs in New Delhi

Hiring Alert!

IEnergizer Noida Sec 60 is looking for a VP Operations to handle Multiple Travel Process. The candidate should have handled large span of control. Above 300 PLUS.

Vice President, Operations Travel Background ONLY.

• Managing delivery of Travel accounts (Domestic)
• Delivery matrix and contractual SLA management.
• Ensure timely and accurate reporting of performance metrics and SLAs to the Management
• Day to day client management.
• Should be well versed with GDS.
• Managing a span of 500 + FTs across multiple Travel account.
• Lead all client and internal calls for the process, single point of contact.
• Responsible for deploying optimal workflow to deliver the desired delivery goals.
• Deploy and review proper Quality Control measures and Tollgates in process.
• Monitor and review trend analysis on dashboard/ MIS/ performance reports and recommend/ guide solutions and efficiency measures for further improvements.
• Identify opportunities to streamline business processes and systems. Represent the company and actively participate in operational reviews, MBRs/QBRs.
• Direct workflow, training and other shared services for optimum functioning of account.
• Manage attrition and career planning of all employees within span of control.
• Grow account strategically to increase top line for the organisation.
• Manage and improve profitability of the account.

Educational qualification- Post Graduate in Business Management.

Work experience - 15+ years of relevant experience.

Special requirements

• Strong written and verbal communication & technical writing skills.
• Strong understanding of contracts and key BPO dynamics governing them.
• Strong customer service orientation and client management skills.
• Fundamentally a strong people manager. Should be able to guide a team to success.
• Highly organized with a proven track record of delivering to deadlines.
• Exceptional attention to detail and output oriented & work under pressure
• Excellent People Management & leadership qualities.