Associate Director - Service Delivery

About the job

Key Responsibilities:

• Service Delivery – achieving all key contractual SLAs

• Day to day Client management

• Lead all client and internal calls for the process, single point of contact

• Direct WFM, Training, and other shared services for optimum functioning of account

• Single point of contact for all financial decisions regarding the account

• Manage attrition and career planning of all employees within span of control

• Grow account strategically to increase the top line for the organization

• Manage and improve the profitability of the account

• Ensures continuous improvement in service delivery through Process Improvement Initiatives

Desired Skills:

• Vast experience (hands-on) in contact center/outsourcing space

• Currently a Senior Manager role (min 100HC) that can lead the operations team including Operation Managers and Team Leads. Have the capability of building a high-performance culture of inspiration and motivation.

• Can provide high-level advice on strategic planning, performance management, and continuous service quality improvement.

• Undertake the development, implementation, monitoring, and reporting of the Operations Plan to meet the goals.

• Can work with the Senior Management Team both inhouse/CNX to improve performance, service quality, processes, and information flow

• Knowledge of leading delivery with Voice business services is a mandate

• Ability to monitor efficiency parameters (seat utilization/shrinkage / attendance management/retention etc)

• Ability to work under pressure and adapt & drive the team to meet constantly changing dynamics

• Ability to manage client expectations and drive high e-Sat / VOC• Strong financial management acumen. Understanding of P&L

• Strong understanding of contracts and key BPO dynamics governing them

• Strong customer service orientation and client management skills

• Robust experience in driving key customer metrics like NPS/ CSAT