Director, Operations - Adobe Job in
- Teleperformance
- 14 to 18 Yrs
- Other Haryana
- 1 year ago
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Job Description
- Creating a Digitally Driven Tomorrow Teleperformance is where inspiration meets innovation and where we empower individuals to redefine the future. For over 45 years, we have revolutionized business operations, leading the way in intelligent, digital-first solutions that simplify processes and supercharge results. In 2023, we achieved an outstanding revenue milestone of more than 10 Billion, and with the recent acquisition of Majorel, our global team has expanded to 500,000 employees across five continents while serving more than 170 countries, proficiently serving over 300 languages and dialects. Teleperformance isn't merely a workplace; it is globally certified as a Great Place to Work in 72 countries with a client portfolio that spans dynamic sectors such as Ad Sales, Cloud Sales, B2B Sales, Collections, Banking, Insurance, Travel, Healthcare, and Trust & Safety. Our companys culture is an environment that thrives on diversity, equity, and inclusion. Where innovative ideas transcend boundaries, and every voice is heard and valued. Welcome to a place where your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow. Director, Operations | The Responsibilities Manage day to day call centre operations of voice and chat. Meet or exceed KRAs of all team members such as Sr. Managers, Ops managers, AMCCs and agents. Responsible for PNL, revenue generation of assigned process and span and achieve the desired Efficiency and productivity as per targets. Responsible for achieving desired client KPIs throughout and align team to deliver the desired results. Responsible for direct client communication in terms of any deliverables asked and demanded by the client. Manage assigned shifts throughout the week (proper escalation, list management, strategic seating, etc.) Hold team meetings on a regular basis with the direct reports. Document and communicate system and business process gaps. Ensure process operates efficiently according to client and company measures. Directly responsible towards fostering the development of your team by motivating them and ensuring career advancement and a long-lasting and fruitful relationship of the team with the Company through timely & constructive feedback and counselling. Excellent ability to demonstrate innovation and good judgment/problem solving skills when making decisions Analysing processing for possible improvements or issues, proactively identifying, and proposing solutions Reviewing end-to-end process performance and providing ongoing governance for process adoption and business demand Participating in governance management meetings to provide input on items such as process scope and service delivery and assist in resolving operational issues. To maintain 100% adherence to SLAs Monthly provisioning for expenses and monitoring The Qualifications Minimum Bachelors degree or above. 14+ years of BPO (Contact Centre, Outsourcing) experience and at least 8 years in leadership role Strong experience in leading and managing multiple international campaigns in domains like Technical support, Sales (Upsell & Cross Sell) & Customer Service Customer service orientation. Excellent verbal and written communication. Data analysis and statistical aptitude. Good interpersonal skills. Excellent presentation skills Exposure to handling clients and operations Stakeholders independently. Advanced Excel Skills preferred Skills for planning, assigning, and directing work. Ability to coach and develop action plans that maximize performance and provide effective feedback. Customer Service orientation. Builds Collaborative Relationships. Coaches & Develops Others. Logical thought process. Pre-Employment Screenings In accordance with Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening. Important | Policy on Unsolicited Third-Party Candidate Submissions TP does not accept candidate submissions from unsolicited third parties, such as recruiters or head-hunters. Such applications will not be considered, and no contractual association shall be established through such submissions. Is There a Fine Print ,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Director, Operations - Adobe Job inContact Details:
Company: TeleperformanceLocation(s): Other Haryana+ View Contact
Keyskills: Leadership BPO Outsourcing Technical Support Sales Customer Service Data Analysis Interpersonal Skills Presentation Skills Coaching Performance Management Relationship Building
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