Job Description

Telecom Based MNC Hiring for the role of Outsource Support Professional(BPO) - Kolkata Location
Postion : Outsource Support Professional
Experience : 8+ Years
Domain : BPO
Mode : WFO 5 Days
Location : Kolkata
Onboarding : Immediate - Max 30 days
About company:
One of the worlds leading communications services company. It has operations in around 180 countries and is the largest provider of fixed-line, broadband and mobile services.
What I'll be doing - your accountabilities

• Support management on all aspects of operational performance for a specified group of people in accordance with policies and procedures in order to maximise performance and support a high quality service to our customers
• To undertake risk analysis activities working with the Outsource Manager and Partner team to put actions in place to resolve any issues
• Identify and drive operational efficiencies with Outsource Partners to deliver enhanced benefits
• Responsible for undertaking regular data analysis to provide insight to enable proactive measures for improvement and action-planning
• Support the Outsource Partners to achieve operational targets through effective use of the leadership principles, agreed job standards and behaviours
• Champion Outsource Customer Services at cross functional programme and project meetings to deliver the optimal Service experience for the business and customer
• Create and drive initiatives to improve processes
• Keep informed on all areas that may impact operational performance whilst working in partnership with Team Leaders to ensure they retain accountability and take all appropriate action in line with policies and procedures
• Develop and share a single view of stakeholder, customer and wider-business required change
• Liaise with all operational key contacts to ensure that changes post launch is fully embedded within operational culture

Skills required for the job
Previous Operational Contact Centre Management

• Experience in Outsourcing / Partner Management
• Strong analytical skills and an attention to detail
• Ability to define and deliver continuous improvement initiatives, performance enhancements and overcome barriers to success
• Successful track record of delivering quality and efficiency and KPIs
• Leadership, influencing both direct team and Outsource Partners
• Excellent decision-making skills
• Strong stakeholder management skills
• Proactive approach
• Ability to lead through change
• Extremely customer focussed
• Highly effective motivational, communication and influencing skills
• Be proficient in both excel and PowerPoint

Connected leaders behaviours
Customer Champion

• Collaborative Partner
• Commercial Thinker

Experience you would be expected to have
MANDATORY - Telecoms industry experience
MANDATORY - Experience in similar role, and a willingness to travel on a frequent basis
MANDATORY - Valid driving licence
MANDATORY - Understanding of local geography MANDATORY - Valid Passport