Handling back office/front office (webchat) team of 500 to 750 associates. Managing client relationship. Meeting KPIs and client defined SLAs. Handling daily/ weekly / monthly calls with the stakeholders. Strong understanding of P&L of business Undertake other assignments as given by the mgmt. team. Engaging with client and internal stake holders on Transformation and process improvement initiatives Ensure all compliance and regulatory requirements are adhered to. Ability to lead large engagements and operations Excellent communication skills(both written & verbal) Good analytical thinking Client communication and management People Management skills. Strong knowledge on MS Office tools MIS reporting and analysis Good interpersonal skills Ability to meet stringent client deliverable Effective presentation skills Ability to delegate work and ensure completion Monitor Team performance and activity Certified six sigma Green / Black belt, preferred Interpersonal effectiveness Team management Customer orientation Analytical thinking Innovation Self-motivated Utilities domain experience required.
Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Service Delivery Leader
Role: Service Delivery Leader
Keyskills: Black Belt Six Sigma ,Operations ,Process Improvement, Initiatives,Team Management ,People Management Skills ,Communication Skills ,Front Office ,Back Office ,Delivery Management ,Delivery leader.