AVP Contact Centre Operations

Bangalore ₹17-27 LPA Posted 19 May 2025

FULL TIME

contact center operations

contact centers

Voice Process

Contact Center Management

Objectives and Responsibilities of AVP Contact Centre Operations

(A) As a Strategic Thinker:

Build & Operate the Voice Business as a COE
Design the HLD and LLD for Voice
Identifying Value additions and Process Improvement Initiatives
Stakeholder Management
Client Relationship Management
Account Management
Driving Client/ Internal Business Excellence Initiatives
To Manage and Lead a Blend (Inbound & Outbound) Voice operations and deliver high productivity through controlling, monitoring, analysing & reviewing system.
Determines Voice operations operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
Defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Develops Voice operations systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Understanding & Implementation COPC Framework.

(B) As Driving Results:

Maintains and improves Voice operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; help installing upgrades.
Accomplishes Voice operations human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Prepares Voice operations performance reports by collecting, analysing, and summarizing data and trends.
To Design and implement the NPS for the Voice operations as per Client Mandate and approval.
Awareness of ISO & Other statutory Guidelines for the Voice operations
Understanding of Supply Planning and WFM
Formulate, Implement and Monitor the Transactional Quality parameters based on SLA guidelines.

(C) As a Partner with Clients:

(D) Lead People

Qualifications & Mandatory Skills:

Graduation / Postgraduate. Preferably COPC/ Six Sigma Certified
Ideal candidature would be 18-22+ YEARS OVERALL EXPERIENCE WITH MIN 14+ YEARS IN as the VOICE SME, out of which at-least minimum 7+ years in Leadership role for U.S Customers.
Extensive experience in US Healthcare will be a plus but not necessary
Must be working with U.S based Business / Customers in U.S Shifts
Thorough understanding of all Voice based metrics and SLA
Knowledge of Blend Voice Operations (Outbound & Inbound)
ACD, CITRIX, Dialer Understanding is must from the Design and Implementation point of view
IVR & Call Tree Management is preferable
CSAT/ NPS Governance
Business Governance and Auditing
Knowledge of WFM and Reporting Tools (Blue Pumpkin/ Calabrio/ Citrix/ Oracle)
Awareness of ISO, ISMS
Excellent Client Communication Skills
MIS and Reporting Understanding (Creating Dashboards)
Process Improvement Skills and Tools
Excellent Analytical skills
Revenue Management & P&L Understanding
Proven participation on Improvements Project
Managed a large and Complex Delivery Team for more than 800+ FTE
Preferable Onshore Transition experience
Awareness of ISO, ISMS & other Compliance and Audit Parameters
Astute understanding of MS Office Tools
Displays a High Level of Integrity and Maturity
Displays high level of People Management practices