Job Description

Designation: General Manager Operations

Full Time Opportunity

Location: Multiple

Primary Job Responsibilities:

- Proven experience in operational process management, change management and administrative leadership roles

- In depth knowledge of diverse business functions & operations best practices (Voice, Chat, Email, Back office, WFM, Training, Quality, Resourcing, Customer Service, Sales etc.)

- Provide additional support for achieving key performance and productivity goals.

- Experience and hands-on data analysis and statistical process control, as well as providing direction and leadership to cross functional teams is a must.

- Responsible for a wide spectrum of Operations and P&L responsibilities, must be able to multi task across multiple business operations with proficiency.

- Prepare and conduct effective and timely weekly, monthly & Quarterly Business Reviews

- Responsible for all aspects of operations which include but not limited to meeting key performance metrics, managing staffing, provide and maintain excellent customer experiences scores, ensure effective coverage and training of operations staff; deliver excellent client services, and meet desired business KPIs

- Work closely with Internal controls and finance teams to develop and maintain annual budget and monthly / quarterly P&L forecasts

- Drive Continuous improvements and innovations to enhance quality, CSAT

- Optimizing spend for LOBs, prepare medium-term plan, annual budgets and activity plan consistent with the agreed strategies with Unit and organizational goa

- Collaborate with Sales/Account Management/ Presales teams to grow the business & coordinate for customer site visits

- End to end client Management including reviews with client, value addition to the client and proactive communication to internal and external clients

- Positioning IGT Solutions & Services as a major player in the customer services segment to become a partner of choice for related companies in BPO services

- Meet & Exceed all BPO metrics like AHT, Staffing Adherence, Abandoned Occupancy for Voice Business.

Knowledge, Skills & Abilities Required :

- Ability to motivate and inspire teams

- Innovative and able to foresee market conditions

- Excellent people manager, open to direction and a collaborative work style and commitment to get the job done

- Persuasive with details and facts

- Confident, flexible with the ability to work in a fast paced and changing environment

- Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.

- Extrovert with a blend of sales mind set