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Urgently Hiring for SITE- HEAD | Gurgaon / Delhi

Best RPO @Consultancy . 7 Dec

Experience:15 - 18 years

Job Location:Gurgaon

0 LPA - 3 LPA

Mode: Full Time

About Company -

Best RPO as the name suggests leading recruitment process outsourcing offers tailor made solutions as per the client needs. As company mainly focuses on RPO manages the entire recruiting/hiring process from job profiling through the on-boarding of the new hire, including staff, technology, method and reporting. As RPO we take the complete ownership of client's Recruitment process and improve a company's time to h

Role & Responsibilties -

Job Description

Site Head - Operation
Location: Gurugram / Delhi

Job Description:

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

2. will Lead a large team of up to 800+ associates, team leads, customer service managers and operations managers to improve customer experience.

3. This is a senior-level management position that is fully accountable for the results of the

reporting teams at the customer service center.

Key Responsibilities:

Responsible for the overall direction, coordination, and evaluation of the teams under
management. Understands and demonstrates core values and Leadership Principles. Carries out supervisory and management responsibilities in accordance with the organization's policies and
procedures.
Mentors others in developing Leadership behaviors. Hires, manages, and develops high
performing teams. Identifies individual strengths of team members and actively fosters career
advancement.
Actively seeks to understand core business values and initiatives, and translates those into
everyday CS practices.
Combines a deep cross-functional business understanding with a long-term industry wide
strategic context for all decision making.
Understands how to position the organization for success.
Effectively applies best practices to all strategic decisions.
Solves complex customer service issues by proactively identifying and eliminating root cause
barriers to accuracy, productivity, and quality. Maximizes resources for the greater good of the
organization.
Maintains a complete and thorough understanding of technical systems in a complex automated
customer service center. Implements change or develop new processes as necessary to provide
the ability to better service multiple work types. Continually measures and evaluates all work
processes using Kaizen, Lean, DMAIC, and other improvement methods. Develops and achieves
performance goals and objectives in order to deliver an exceptional customer experience.

Desired Candidate 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.(THIS IS MANDATORY)
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.

Experience:15 - 18 years

Job Location:Gurgaon

Job Category:customer-service-support

Industry:BPO / Call Centre / ITES

Education:Any Graduation

Desired Skills:

BPO management