Job Description
The profile will be responsible for setting the vision and direction of teams at Customer Service/ Contact Center. 

You will lead a large team of up to 800+ associates, team leads, customer service managers and operations managers to improve customer experience, increase productivity and maintain service levels.

This is a senior-level management position that is fully accountable for the results of the reporting teams at the customer service center.

 
Desired Profile

The ideal candidate should be a Graduate / PG having 12 - 16 years of work experience and handling a span of 800 - 1000 team members.

Will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, 
and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence. 
 
Demonstrated ability managing and developing large high-performance teams of associates/managers is required.


Demonstrated familiarity with general principles of workflow in an inbound call/email center, and current technologies to help manage that workflow. Must possess exceptional analytical
capabilities.

The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment.

The ideal candidate will have at least twelve years or more management experience in a fast- paced, rapidly changing operations environment. Strong oral and written communication skills,as well as a strong technical and analytical aptitude, are required.