Associate Director - Hyderabad, India - iimjobs
Description
Reporting to: Site Leader/ SVP Operations Type: Full-time Shift US working hours Role and
Responsibilities: As the Associate Director of Operations for Operations, you will be responsible for overseeing the day-to-day operations, fostering a positive work culture, and driving the team towards achieving performance targets.
Your role will encompass the following responsibilities:
Team Leadership: - Provide strong leadership, mentorship, and guidance to the Contact Center team, including managers and supervisors.
Foster a collaborative and customer-centric culture that empowers employees to deliver outstanding service.
Operational Excellence:
Set and monitor operational goals, KPIs, and performance metrics to ensure optimal team performance and efficiency. - Implement strategies to improve key metrics, such as customer satisfaction, first-call resolution, average handle time, and service level agreements.
Process Improvement: - Identify process gaps and inefficiencies within the Contact Center operations and implement continuous improvement initiatives.
Collaborate with cross-functional teams to streamline processes and enhance customer service delivery. Quality Assurance: - Develop and maintain quality assurance programs to ensure consistent delivery of high-quality customer interactions.
Conduct regular quality assessments, provide coaching, and develop training plans for team members.
Stakeholder Management: - Build strong relationships with internal departments to align Contact Center operations with overall company goals.
Collaborate with clients or partners to understand their needs and provide insights to enhance service delivery.
Budget Management: - Assist in creating and managing the budget for the Contact Center operations, optimizing resources for maximum efficiency. Technology and Innovation: - Stay updated on industry trends, emerging technologies, and best practices in contact center operations. - Recommend and implement technology solutions that improve agent productivity and enhance customer experiences.
Reporting and Analytics: - Generate regular reports and analytics to measure performance and provide insights to senior management. - Use data-driven insights to make informed decisions and drive continuous improvement efforts. Qualifications: - Bachelor's degree in [relevant field]; Master's degree preferred.
10+ years of proven experience in contact center management, including [X+] years in a leadership role. - Strong understanding of contact center operations, customer service best practices, and performance metrics.
Excellent leadership and communication skills, with the ability to motivate and develop teams.
Proven experience in process improvement, change management, and project management. Strong analytical and problem-solving abilities with a data-driven approach. Proficiency in using contact center software, CRM systems, and reporting tools.
Exceptional interpersonal skills and the ability to collaborate effectively with various stakeholders.