BPO - Delivery Lead - Mohali
B2C Solutions Wll · Mohali · onsite · Posted 44d ago
Undisclosed10–15 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
- Own end-to-end delivery of assigned BPO processes/accounts and ensure performance against contractual SLAs, KPIs, AHT, CSAT, Quality, Productivity, TAT, and other agreed metrics.
- Lead and coach Operations Managers, Team Leaders, and support functions to build a high-performing and accountable operations team.
- Act as the primary operational point of contact for clients, conducting governance reviews, performance discussions, escalations, and action-plan tracking.
- Develop and execute operational plans, capacity plans, staffing strategies, and contingency plans in line with forecasted business volumes.
- Monitor daily, weekly, and monthly performance dashboards; identify gaps and implement corrective and preventive actions.
- Drive workforce productivity, utilization, shrinkage control, adherence, occupancy, and cost optimization.
- Partner with Workforce Management, Quality, Training, HR, Finance, IT, and other functions to ensure seamless service delivery.
- Own operational escalations and ensure timely resolution of critical customer, process, people, and technology issues.
- Drive Lean / Six Sigma, automation, process re-engineering, and continuous improvement initiatives to improve customer experience and reduce operating cost.
- Ensure compliance with client requirements, company policies, information-security standards, audit requirements, and applicable regulatory controls.
- Review P&L / account financial performance, identify revenue or cost opportunities, and support budgeting and forecasting activities.
- Identify operational risks and business-continuity requirements and maintain appropriate mitigation plans.
- Prepare and present executive-level MIS, governance reports, business reviews, and performance insights.
- Support new process transitions, migrations, launches, ramp-ups, and change-management initiatives.
- Drive employee engagement, retention, succession planning, capability development, and a strong performance culture.
Sourced from naukri
Skills
Call Center ManagementLead OperationsOpsBpo OperationsOperations ManagementCall Center OperationsContact Center Operations