RESPONSIBILITIES ? Managing site delivery of large CRM account ? Delivery Metrics and contractual SLA management ? Day to day Client management ? Managing an account of 200+ FTE ? Lead all client and internal calls for the process, single point of contact ? Direct Workflow, Training and other shared services for optimum functioning of account ? Single point of contact for all financial decisions regarding the account ? Manage attrition and career planning of all employees within span of control ? Grow account strategically to increase top line for the organization ? Manage and improve profitability of the account
SKILLS & QUALIFICATION REQUIRED ? Min. 10+ years’ experience ? Strong financial management acumen. Understanding of P&L ? Strong understanding of contracts and key BPO dynamics governing them ? Strong customer service orientation and client management skills ? Robust experience of driving key customer metrics like NPS ? Fundamentally a strong people manager. Should be able to guide a team to success ? Business Level English skills
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