Role

Delivery Leader

Domain

CEM

Work Location

Mumbai/ Kolkata

Eligibility

14- 18 years of overall experience in contact center delivery operations

JD/ Responsibilities

· Operations: Delivery of Services as per the defined contract for the multiple programs / engagements for an account / multiple accounts

· Costs: Manage costs efficiently and improved customer experience for engagements across geographies

· Transformation: Own & deliver transformation led business value delivery to customer (via business transformation, improving maturity to next level)

· Digital Practices: Improve business maturity by exploring avenues for adding digital channels and owning deployment

· Best Practices: Cross pollination of best practices across engagements (including industry best practices)

Roles and Responsibilities :

· Service delivery of account / portfolio covering single/multiple lines of business

· Thought leader and drive innovation and transformation conversations with the Customer

· Responsible for bottom-line & contractual commitments (delivering and exceeding the targets) of the account

· Service delivery in a global delivery model and managing teams from multiple location

· Ensure measurement of customer satisfaction using agreed methodology, tools and schedule.

· Drive Automation & Transformation as key tenet of Service Delivery Organization

· Drive performance management process (goal setting, appraisals and promotions) for the programs managed

· Continuously mentor and have succession plan for all key roles and stakeholders

· Manage customer relationship including managing customer visits, travel as required to client locations etc

· Supports in solution development for new business opportunities

· Excellent communication skills. ability to work with multiple internal & external stakeholders is key