Head Operations - Domestic Airline ( BPO )
- IGT Solutions
- 12 - 16 years
- Noida, Gurugram
- 3 years ago
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Job Description
Roles and Responsibilities
IGT Solutions is looking for a Head Operations to lead business operations in a Contact Centre services environment. The position reports into a Vice President Operations and has a leadership span of 1000-1500 FTEs. The position is responsible for the overall leadership of the BPO operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure customer delight through close interaction with the leadership.
Education and Essential Experience:
- 10-13 years of experience in BPO Operations at a leadership level - Travel process experience - Required
- Should have deep knowledge and understanding of the BPO/Contact Centre operations, Competition & Market trends in BPO industry
- Lean Six Sigma Green Belt / black belt trained / certified (preferred)
- Present reviews to the Client on monthly basis. Generate additional process insights, capture end customer voice and share with client
- Drive Entire Operations through Leading and assigning team responsible for delivery
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.
Personal Style Enablers:
- 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
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
Contact Person- Sonika Nagpal
Email- so**********l@ig*********s.com
Job Classification
Industry: BPO / Call CentreFunctional Area: Customer Success, Service & Operations,
Role Category: Operations
Role: Operations
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Doctorate Not Required, Any Doctorate
Contact Details:
Company: IGT Solutions Private LimitedAddress: Infotech Centre, 14/2, Old Delhi Gurgaon Road, Dundahera, GURGAON, Haryana, India
Location(s): Noida, Gurugram
Keyskills: BPO P&L Management Client Management Team Management Ebitda Capacity Planning Travel Process Process Management Client Interaction SLA Management Operations Management
IGT Solutions
IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.Established in 1998, with 100% focused on the Travel indus...
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