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Director of Service Operations

10.00 to 20.00 Years   Bangalore,Chennai, Noida, Hyderabad, Gurugram, Kolkata, Pune, Mumbai City, Delhi   19 Jun, 2024
WHITESLIPS GLOBAL SERVICES PRIVATE LIMITED
Job LocationBangalore,Chennai, Noida, Hyderabad, Gurugram, Kolkata, Pune, Mumbai City, Delhi
EducationNot Mentioned
SalaryRs 30 - 42 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    • Provide strategic direction and executive leadership over Service desk/operation.
    • Develop and implement strategic plans and activities to ensure overall operational, financial and growth objectives are met.
    • Lead process-improvement initiatives that deliver financial targets (CSI).
    • Ensure key performance metrics, including resolution rates, response times, and quality, utilization, and customer satisfaction measures are defined and achieved.
    • Set strategic vision to re-establish a positive, high-energy workplace culture creating a high level of employee trust and engagement.
    • Significant focus on retention/attrition.
    • Develop/implement/manage employee engagement initiatives to enhance workplace culture.
    • Contribute to the development of infrastructure, processes, and systems to increase the quality and efficiency of support to our clients and employees.
    • Interface effectively with key internal teams including operations, IT, Human Resources, Training, Finance and Quality.
    • Contribute to building employee and client focus throughout the organization.
    • Manage the hiring, development, retention, and performance of the IT SD Operations organization.
    • Perform other related duties as required
    • Interpret and ensure self and subordinates are in compliance with Company/client specific policies, procedures and initiatives, and all laws
    • Participate and represent Service desk during leadership/CIOs/other reviews and showcase trends/other improvement/progress.
    • Liaison with other technology functions/account managers to deliver the desired goals and ensure continuous service improvement

Keyskills :
performance metricsemployee engagementoperations managementit service desk

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