Requisition #: R1301948

Essential Job Elements:

• P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy.

• Operations: Drive operational improvements for contact center operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.

• Team management: Manage high performance teams Improve organizational efficiencies, and build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

• Strategy: Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.).

• Client Satisfaction: Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients.

• Business Growth: Lead & collaborate efforts with solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.

• Compliance: Ensure compliance with all client regulatory requirements

Profile and Experience:

• 10+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operation
• Expertise in Operations, KPI Delivery & Client Management
• Should be good in PowerPoint presentations, Excel – with a knack of working on data analysis, crunching and data oriented skillset.
• Successful track record in growing and inspiring large teams, with proven ability to select, attract, motivate, retain, and develop leaders and team members
• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
• Experience of managing multiple clients, multi-lingual operations
• Experience of managing P&L, driving performance and growing businesses
• Experience with a matrix driven global organization.
• Proven track record of building strong relationships with stakeholders
• Strong internal client-facing skills with excellent communication, negotiation and conflict management skills
• Analytical acumen and the ability to streamline complex processes
• Excellent English communication and the ability to deal with global customers and stakeholders
• MBA/ PG Degree would be an advantage

Interested candidates Click on below link Apply Online and you will be redirected to Career Page of Company or Career url.

Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people.