Head of Call Centre Operation

Head of Call Centre Operation

We are looking for a Head of Operations - Call Centre
Basic Function
Manage the Operational Delivery which include, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realization, ProfitabilityEnsure all migrations are managed seamlesslyMap peer levels across client organization and establish peer level relationships within the client organizationEstablishing operational performance goalsWork with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional off shoring opportunitiesPut control measures in place to ensure adherence to budget and cost control
Essential Functions
This position is responsible for Operations Key responsibilities include:






Formulation and execution of capacity and staffing plans based on medium term business forecastNegotiating and finalizing SLA’s with the Client - contract negotiationImplementing revenue and cost plansEstablishing a review/ reporting mechanism with the ClientDeveloping and approving incentive plansIdentify and champion black belt improvement projectsReview the progress of attrition action plans and check effectivenessProvide leadership to team of Managers, Asst. Managers and ExecutivesEnsure compliance to all internal and client requirements like SOX, BS7799, ISO etc.
The Performance parameters include:
Client satisfaction (15%)Revenue and costs (40%)Process Improvement (10%)Employee satisfaction (10%)Attrition management (25%)
* The weightages may change from time to time depending on business requirements
Any other essential function that may occur from time to time as directed by the Supervisor
Primary Internal Interactions
Below: Senior Managers and ManagersAbove: VP OpsSupport:





Training, HR & Process Excellence Teams and Client Relationship Managers
Primary External Interactions
Clients: Various levels (Processing Staff, Process Managers, Client’s Project management Office, Client’s Leadership)
Skills Technical Skills

Excellent Communication skillsGood Computer navigation skillsGood keyboarding speedBasic knowledge of off-shoring technology set-up like Bandwidth utilization etc.

Process Specific Skills

· Inbound call center experience is essential.
· Some level of experience in Back-office transaction processing preferred
· L&A; Insurance, preferably US.
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▶️ Head of Call Centre Operation
🖊️ Recognized
📍 Higgovale