• Minimum 10 years of prior work experience with considerable time managing and leading BPO industry with sizeable headcount
• Proven track record of Account planning and Account management
• Should have experience in handling and managing Team Leaders / Shift managers
• Should be able to work on Flexible Timings / Night Shifts and US timings
• Should be ready to Travel when required
• Ensure smooth functioning of the process and compliance of procedures
• Manage the process as per clients’ requirements and ascertain timely delivery of SLAs
• Develop Strategic & tactical plans to identify, analyze and effectively respond to client needs and best practices
• Identify reasons for non-achievement of SLAs, develop solutions and execute them
• Monitor and increase productivity and measure performance of employees e.g performance appraisals, ongoing feedback, training etc.
• Develop and implement training programs to expand the capacity of employees
• Ensure a Business continuity plan is in place for all processes
• Establish and maintain appropriate systems for measure necessary aspects of operational management and development
• Prepare and submit Daily/Weekly/Monthly reports on operational tasks
• Excellent communication and presentation skills
• Experience interacting with overseas clients (US/UK)
• Flair to take challenges and handle multi tasks
• Attractive pay package including performance incentives
  
  

Experience of working and growing in a challenging environment

Skills: operational management,account planning,performance management,operations management,team management,supply chain management,training program development,account management,client interaction