AVP Contact Centre Operations

Objectives and Responsibilities of AVP Contact Centre Operations

(A) As a Strategic Thinker:

• Build & Operate the Voice Business as a COE
• Design the HLD and LLD for Voice
• Identifying Value additions and Process Improvement Initiatives
• Stakeholder Management
• Client Relationship Management
• Account Management
• Driving Client/ Internal Business Excellence Initiatives
• To Manage and Lead a Blend (Inbound & Outbound) Voice operations and deliver high productivity through controlling, monitoring, analysing & reviewing system.
• Determines Voice operations operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops Voice operations systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Understanding & Implementation COPC Framework.

(B) As Driving Results:

• Maintains and improves Voice operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; help installing upgrades.
• Accomplishes Voice operations human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Prepares Voice operations performance reports by collecting, analysing, and summarizing data and trends.
• To Design and implement the NPS for the Voice operations as per Client Mandate and approval.
• Awareness of ISO & Other statutory Guidelines for the Voice operations
• Understanding of Supply Planning and WFM
• Formulate, Implement and Monitor the Transactional Quality parameters based on SLA guidelines.

(C) As a Partner with Clients:

• Delivering Highest Level of Service Delivery Standards
• Exemplify Passion for excellence
• Design and Drive Business/Program Excellence Initiatives
• Voice of the Organisation.

(D) Lead People

• Managing Self
• Inspirational Leadership
• Lead from the front as the SME of the Business/ Program
• Design & Drive People Metrics
• Promoting Diversity & Inclusion as per Organisational Culture
• Mentoring & Coaching Operational & Leadership values
• Improve employee retention and enhance employee engagement.
• Succession Planning

Qualifications & Mandatory Skills:

• Graduation / Postgraduate. Preferably COPC/ Six Sigma Certified
• Ideal candidature would be 18-22+ YEARS OVERALL EXPERIENCE WITH MIN 14+ YEARS IN as the VOICE SME, out of which at-least minimum 7+ years in Leadership role for U.S Customers.
• Extensive experience in US Healthcare will be a plus but not necessary
• Must be working with U.S based Business / Customers in U.S Shifts
• Thorough understanding of all Voice based metrics and SLA
• Knowledge of Blend Voice Operations (Outbound & Inbound)
• ACD, CITRIX, Dialer Understanding is must from the Design and Implementation point of view
• IVR & Call Tree Management is preferable
• CSAT/ NPS Governance
• Business Governance and Auditing
• Knowledge of WFM and Reporting Tools (Blue Pumpkin/ Calabrio/ Citrix/ Oracle)
• Awareness of ISO, ISMS
• Excellent Client Communication Skills
• MIS and Reporting Understanding (Creating Dashboards)
• Process Improvement Skills and Tools
• Excellent Analytical skills
• Revenue Management & P&L Understanding
• Proven participation on Improvements Project
• Managed a large and Complex Delivery Team for more than 800+ FTE
• Preferable Onshore Transition experience
• Awareness of ISO, ISMS & other Compliance and Audit Parameters
• Astute understanding of MS Office Tools
• Displays a High Level of Integrity and Maturity
• Displays high level of People Management practices