Objectives and Responsibilities of AVP Contact Centre Operations

(A) As a Strategic Thinker:

- Build & Operate the Voice Business as a COE
- Design the HLD and LLD for Voice
- Identifying Value additions and Process Improvement Initiatives
- Stakeholder Management
- Client Relationship Management
- Account Management
- Driving Client/ Internal Business Excellence Initiatives
- To Manage and Lead a Blend (Inbound & Outbound) Voice operations and deliver high productivity through controlling, monitoring, analysing & reviewing system.
- Determines Voice operations operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
- Defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Develops Voice operations systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Understanding & Implementation COPC Framework.

(B) As Driving Results:

- Maintains and improves Voice operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; help installing upgrades.
- Accomplishes Voice operations human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling,



and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Prepares Voice operations performance reports by collecting, analysing, and summarizing data and trends.
- To Design and implement the NPS for the Voice operations as per Client Mandate and approval.
- Awareness of ISO & Other statutory Guidelines for the Voice operations
- Understanding of Supply Planning and WFM
- Formulate, Implement and Monitor the Transactional Quality parameters based on SLA guidelines.

(C) As a Partner with Clients:

- Delivering Highest Level of Service Delivery Standards
- Exemplify Passion for excellence
- Design and Drive Business/Program Excellence Initiatives
- Voice of the Organisation.

(D) Lead People

- Managing Self
- Inspirational Leadership
- Lead from the front as the SME of the Business/ Program
- Design & Drive People Metrics
- Promoting Diversity & Inclusion as per Organisational Culture
- Mentoring & Coaching Operational & Leadership values
- Improve employee retention and enhance employee engagement.
- Succession Planning





Qualifications & Mandatory Skills:

- Graduation / Postgraduate. Preferably COPC/ Six Sigma Certified
- Ideal candidature would be 18-22+ YEARS OVERALL EXPERIENCE WITH MIN 14+ YEARS IN as the VOICE SME, out of which at-least minimum 7+ years in Leadership role for U.S Customers.
- Extensive experience in US Healthcare will be a plus but not necessary
- Must be working with U.S based Business / Customers in U.S Shifts
- Thorough understanding of all Voice based metrics and SLA
- Knowledge of Blend Voice Operations (Outbound & Inbound)
- ACD, CITRIX, Dialer Understanding is must from the Design and Implementation point of view
- IVR & Call Tree Management is preferable
- CSAT/ NPS Governance
- Business Governance and Auditing
- Knowledge of WFM and Reporting Tools (Blue Pumpkin/ Calabrio/ Citrix/ Oracle)
- Awareness of ISO, ISMS
- Excellent Client Communication Skills
- MIS and Reporting Understanding (Creating Dashboards)
- Process Improvement Skills and Tools
- Excellent Analytical skills
- Revenue Management & P&L; Understanding
- Proven participation on Improvements Project
- Managed a large and Complex Delivery Team for more than 800+ FTE
- Preferable Onshore Transition experience
- Awareness of ISO, ISMS & other Compliance and Audit Parameters
- Astute understanding of MS Office Tools
- Displays a High Level of Integrity and Maturity
- Displays high level of People Management practices

Skills: contact center operations , contact centers , Voice Process, Contact Center Management

Experience: 17.00-27.00 Years

📌 AVP Contact Centre Operations (Bengaluru)
🏢 Sagality India
📍 Bengaluru