• Matric
• Minimum 8 years’ work experience; preferably from BPO background
• Should have managed a large BPO Operations Teams for at least 3 years as an HOD
Essential Functions:
• Formulation and execution of capacity and staffing plans based on medium term business forecast
• Negotiating and finalizing SLA’s with the Client - contract negotiation
• Implementing revenue and cost plans
• Establishing a review/ reporting mechanism with the Client
• Developing and approving incentive plans
• Identify and champion black belt improvement projects
• Review the progress of attrition action plans and check effectiveness
• Provide leadership to team of Managers, Asst. Managers and Executives
• Ensure compliance to all internal and client requirements
The Performance parameters include:
• Client satisfaction
• Revenue and costs
• Process Improvement
• Employee satisfaction
• Attrition management
* The weightages may change from time to time depending on business requirements
Any other essential function that may occur from time to time as directed by the Supervisor
• Matric
• Minimum 8 years’ work experience within UK BPO Sector. High preference for UK Claims
• Should have managed a large BPO Operations Teams for at least 3 years as an HOD