1. College degree in any field; 10 years customer service experience; 10 years managerial experience.
2. Good working knowledge of workforce management, telecommunications and call center management systems and terminology.
3. Strong working knowledge of PC applications for word processing, spreadsheet, presentations etc.
4. Demonstrates both tactical and strategic leadership competencies
5. Evaluate the delivery and management of service practices for needed modifications and enhancements that will result in increased employee efficiency, satisfaction and service performance.
6. Responsible for the effective implementation and operationalization of policies and procedures across the organization covered pertaining to BFSI and other industry, client and company compliance regulations and ensure the center/ account/ organization is following Privacy and Security Rules Standards.
7. Provide both tactical and strategic leadership, set clear goals and drive execution, motivate and mobilize the organization into action, foster thought leadership, creativity and productive experimentation to continuously improve service delivery, create a rigor for governance and promote a culture of excellence across the organization.
Will lead his/her management team comprising of Vice President of Operations and the head of Training Ops