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adjunct Vice President - Contract Management:

Job description:

Job Description

AVP, Contact Management We are seeking for someone who will be responsible for leading the overall operations of a Contact Centre ensuring the performance is optimally handled for the business.Deliver on Financial goals for the business; find opportunities for Growth & deliver on growth commitments; identify key cost metrics and ensure they are optimized. Independently handle P&L for the account and bring financial efficiency through various levers like SU, headcount metrics, retention, minimal benchTo ensure the personal development of the team membersDrive Process improvement in the process and continuously plan for process performanceAnticipate & plan for new business; prepare for infrastructure and other growth related requirements; plan for resources located on work type and work volume projection and current available head count; and allocate responsibilitiesDrive retention through HR practices, and proactively resolve People issuesCustomer management Communicate with customer on regular basis to discuss operational issues and CTQ delivery, and to build rapport with the customer. Should be able to handle tough customers. Maintain customer connect through governance rigor.Review process performance and report out performance dashboardsEnsure adherence to SLA s as agreed for the respective processesRegular liaison with the business contact points Qualifications Minimum qualifications Any Graduatepractice in leading large teams of approx. 600+ peoplepractice of contact center practice with sound knowledge on fundamentals of collections, bucket management, Sound practice of handling collections tele calling units and customer support.Good knowledge of outbound and inbound dialer.practice in using analytics for improving the collections efficienciesPrior Customer Management exposure is importantA keen knack towards problem solvingExcellent Communication expertise Desirable GB Certifiedpractice in handling B2B processespractice in leading both inbound and Outbound Contact center,

Other details
» Department: SBU Head / CEO / Director SBU Head / CEO / Director
» Business Sector: Information technology - Software Information technology - Software
» expertise: finance,  finance, risk,  risk, reporting,  reporting, banking,  banking, compliance,  compliance, new business,  new business, contact center,  contact center, customer focus,  customer focus, financial goals,  financial goals, corporate liaison,  corporate liaison, process improvement,  process improvement, customer management,  customer management, personal development personal development
 
Recruiter details
»Employer's name Genpact
»Company Description:
GENPACT India Private Limited
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Job Category: Advertising [ View All Advertising Jobs ]
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Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Delhi, The NCT of Delhi
Company Type Employer
Post Date: 03/26/2020 / Viewed 26 times
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