BPO Associate Director

Requirements

• Manages a staff of professional-level team members or manages a team through lower-level SME/ TL/Supervisors/Managers.
• Works within general policies and management guidance, independently determining approach to managing daily operations.
• Provides guidance and technical advice, becoming actively involved as necessary.
• Provides leadership of assigned departments through subordinate leaders.
• Analyzes budget variances and participates in the development of action plans.
• Ensures the highest level of support, technical detail and communications is provided in an efficient and courteous manner to clients.
• Takes lead position in initiating client relationships, determining project scope, developing the final proposal, and making executive presentations.
• Typically requires 10-12 years relevant experience
• Includes 3-5 years managerial/ leadership experience
• Advanced influencing and communication skills.
• Advanced client service skills and leadership capabilities.
• Advanced knowledge, understanding and application of project management principles and methodologies. Models excellent analytical / problem solving skills
• Excellent organizational and time management skills.
• Excellent budgeting, business financial and P&L skills.
• Ability to develop comprehensive and complex operational and strategic plans.
• Ability to physically perform general office requirements.
• Must be able to perform essential responsibilities with or without reasonable accommodations
  
  

• Should manage the Call Center work End to End.
• Should work in US Timings as per the customer requirements/business requirements
• Work from Office Mandatory
• Should manage day-to-day inventory in coordination with the next level managers/supervisors.
• Should bring in improvements in the existing process through non-automation/ automation efforts
• Ensure that the team achieved their daily/weekly production and accuracy levels.
• Ensure that the customer SLA is met on a daily basis
• Need to converse with the customer on a regular basis to provide updates, address concerns etc.
• Should have ability to identify issues and resolve
• Should be flexible based on customer needs and adapt based on the needs on the customer/business
• Should bring improvement in terms of reducing the denials and improve resolution rate / resolution efficiency.
• Should be able to manage multiple AR process across multiple clients