Hiring for Head - Voice Process - KPO in Dehradun, for Exp. 5 - 10 yrs at Premium.

  • Esteemed client of Orion TrueTech Services India
  • Dehradun, Uttarakhand, India
  • May 12, 2018
Full time BPO, ITES & Customer Service Jobs

Job Description

Job Description:Head - Voice Process - KPO (5-10 yrs) Key Responsibility Areas: 1. Manage operations of multiple processes by using On-roll team, Off-roll (Contracted Employees) and outsourced partners. 2. Assess and Scale the capacity from time to time to ensure that the growing business demands are met in timely fashion 3. Bring cost efficiencyby studying, evaluating, and re-designing processes establishing and communicating service metrics implement the metrics measurement tools, monitor and analyze results 4. Ensure regular quality checks are done, training gaps are identified&amp amp amp training programs are conducted on regular intervals toimprove operational efficiency of the process 5. Analyze and recommend methods to improve the Quality of output for each process 6. Design and implement Rewards &amp amp amp Recognition programs on Floor. Ensure timely employee engagement activities are conducted on the Floor. 7. Work on floor hygiene factors to ensure processes are working as expected 8. Act as a bridge between business and the technology team, plan and get the required automation done to improve the overall efficiency of the process. 9. Gather and provide MIS reports to the Vendors/Partners&amp amp amp internal management on day to weekly basis. Experience: 1. Minimum 5 year of experience of Managing inbound/outbound voice-based process(es) with multiple partners and 300+ FTEs 2. Should have experience in process optimizations &amp amp amp re-engineering to improve process efficiency &amp amp amp effectiveness. 3. Experience in Product Management, within Ecom sector would be preferred. Skill Sets / Requirements: 1. Excellent communication and presentation skills 2. Ability to work with large sets of data, analyze andidentify trends and insights 3. Need an eye for detail - must have ability to deep dive and find root causes of problems, design and implement solutions to ensure that the problems do not repeat 4. Customer focused approach 5. Proficiency with call center technology and working 6. Quality fanatic with hands on experience of driving quality metrics for various processes 7. Strong exposure to quality tools 8. Analytical skills &amp amp amp decision making