Delivery HEAD - BPO

Key Responsibilities

1. Leadership and Strategy

• Define and execute the delivery strategy for the contact center aligned with organizational goals.
• Provide leadership, mentorship, and guidance to operational managers and team leads.
• Develop and maintain a high-performing culture focused on customer satisfaction and continuous improvement.

2. Operational Management

• Oversee day-to-day contact centre operations, ensuring optimal service delivery across all channels current (voice) and future (chat, email, etc.).
• Monitor and analyze operational metrics (e.g., SLAs, CSAT, AHT) to identify all areas for improvement.
• Ensure compliance with company policies, industry regulations, and quality standards.

3. Client and Stakeholder Management

• Act as the primary point of contact for clients and stakeholders, ensuring their requirements are understood and met.
• Build and maintain strong relationships with clients to drive satisfaction and long-term partnerships.
• Regularly communicate progress, challenges, and insights to clients and internal stakeholders.

4. Financial and Resource Management

• Manage budgets, resource allocation, and cost optimization for contact center operations.
• Identify opportunities for cost savings while maintaining or improving service levels.
• Drive profitability and ensure the achievement of financial targets.

5. Team Development

• Recruit, train, and retain top talent to build a skilled and motivated workforce.
• Implement development programs to enhance employee performance and career growth.
• Foster an inclusive and collaborative work environment.

6. Process Improvement

• Implement best practices and drive continuous improvement initiatives.
• Stay updated on industry trends to maintain a competitive edge.

Key Qualifications

• Education: Bachelors degree in business administration, Management, or a related field (Master’s degree would be good ).
• Experience: 10+ years of experience in contact center operations, with at least 5 years in a leadership role.
• Proven track record of managing large teams and delivering high-quality service.
• Skills:
• Strong leadership and decision-making abilities.
• Excellent communication and stakeholder management skills.
• Analytical mindset with expertise in performance metrics and data analysis.
• Knowledge of contact center technologies, CRM tools, and process automation.

Key Competencies

• Customer-focused mindset with a commitment to service excellence.
• Strategic thinking and the ability to manage complex projects.
• Problem-solving skills and the ability to adapt to changing priorities.
• Ability to inspire and lead teams to achieve organizational goals.

Why Join Us?

• Opportunity to lead and shape a dynamic and fast-paced contact centre operation with a leading Q- Commerce Partner
• Work with a team of passionate professionals dedicated to delivering exceptional customer experiences.
• Competitive salary, benefits, and opportunities for career growth.