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    Associate Director - Dubai, United Arab Emirates - Concentrix

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    Description

    About thejob

    KeyResponsibilities:


    •Service Delivery – achieving all key contractualSLAs


    • Day to day Clientmanagement


    • Lead all client andinternal calls for the process, single point ofcontact


    • Direct WFM, Training, andother shared services for optimum functioning ofaccount


    • Single point of contact forall financial decisions regarding theaccount


    • Manage attrition and careerplanning of all employees within span ofcontrol


    • Grow account strategically toincrease the top line for theorganization


    • Manage and improve theprofitability of the account


    • Ensurescontinuous improvement in service delivery through ProcessImprovement Initiatives

    DesiredSkills:


    • Vast experience(hands-on) in contact center/outsourcingspace


    • Currently a Senior Manager role(min 100HC) that can lead the operations team including OperationManagers and Team Leads. Have the capability of building ahigh-performance culture of inspiration andmotivation.


    • Can provide high-leveladvice on strategic planning, performance management, andcontinuous service qualityimprovement.


    • Undertake thedevelopment, implementation, monitoring, and reporting of theOperations Plan to meet the goals.


    • Canwork with the Senior Management Team both inhouse/CNX to improveperformance, service quality, processes, and informationflow


    • Knowledge of leading deliverywith Voice business services is amandate


    • Ability to monitor efficiencyparameters (seat utilization/shrinkage / attendancemanagement/retention etc)


    • Ability towork under pressure and adapt & drive the team to meetconstantly changing dynamics


    • Abilityto manage client expectations and drive high e-Sat / VOC
    •Strong financial management acumen. Understanding ofP&L


    • Strong understanding ofcontracts and key BPO dynamics governingthem


    • Strong customer serviceorientation and client managementskills


    • Robust experience in drivingkey customer metrics like NPS/ CSAT



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