About the role
elevant 10+ years of experience in recruitment, with relevant years in a supervisory role.
Qual:Bachelor’s degree or equivalent education.
o 6-8 years of experience in customer service, contact center operations, or shared services, with at least 3 years in a leadership role.
Proficiency in case management tools (e.g., ServiceNow) and CRM platforms.
Strong track record of managing large teams and delivering results in a dynamic environment.
Operational Oversight:
Oversee the end-to-end operations of the Customer Interaction Centre, ensuring adherence to SLAs and KPIs.
Monitor and manage team performance, ensuring consistent delivery of high-quality service across all customer touchpoints.
Resolve complex escalations and drive cross-functional collaboration for seamless service delivery.
Preferred Qual:
o MBA or advanced certifications in leadership or operational management.
Demonstrated expertise in stakeholder management and strategic planning.
Experience in implementing digital tools and driving automation initiatives.
Proven ability to manage multiple priorities and deliver under tight deadlines.
key attributes:
Strategic thinking and problem-solving abilities.
Exceptional leadership and team management skills.
Excellent communication and interpersonal skills.
Strong analytical mindset with a focus on data-driven decision-making.
Flexibility to work across time zones and manage global operations
Hybrid: 3 days a week, for the first quarter requirement to work from office atleast 4 days a week
Shift schedule: 2 days 2:30am, rest of the days: 7am
10 hour window, 9 production hours
Roles and responsibilities:
1. Support recruitment events
2. Support the team during knowledge transfer
Drive performance metrics during Knowledge transfer and even post that
Study and bridge gap in SOPs ; Drive audits, data quality checks, and SOP governance for employee lifecycle operations.
3. Robust FMEA and mitigation
Define and execute recruitment strategies aligned with business goals.
Drive initiatives to enhance processes and outcomes.
4. Innovation and Process Excellence:
Identify opportunities to improve efficiency of processes in collaboration with the leaders
Provide insights on trends and improvements in processes.
Implement and monitor quality assurance frameworks to uphold service excellence.
5. Bring SME domain knowledge and help bringing new hires up the learning curve, run refreshers, cross training
Drive compliance with hiring policies, data privacy, and regulatory standards.