Director - Operations

Job Summary :

The position is to  lead operations for  India delivered Contact Center operations for Firstsource’s  The role is accountable for :

• Development and preparation of short-term and long-range plans and budgets based upon broad organization and business unit goals and objectives
• Understanding, reviewing, governing and ensuring  contracted commitments (including but not limited to just SLA’s/KPI’s) are met sustainably and proactive actions are taken to do so
• Involvement in Sales , Solutions and Transitions to grow the business and establish differentiated Value proposition that is instrumental in growing wallet share and new  client acquisition
• Bring best in class  and Innovative contact center operations practices and strategic view to ensure continued and high and levels of customer satisfaction, employee satisfaction and value addition beyond the contract
• Growing and Managing teams of more than 3000 headcount across multiple sites in India with best in class retention rates, employee satisfaction and loyalty and people development practices
• Meet and exceed revenue  and  revenue growth targets; meet and exceed margin targets , cost management – strategic and tactical, on a  monthly, quarterly and annual basis
• Instrumental in establishing Firstsource as preferred partner or partner of choice positioning in clients , bring strong operational and executive stakeholder engagement skills
• Represent and build the Firstsource Brand
• Establishing and Running the “Center of Excellence” delivery ops 
• Co-owning new product /Serviceand business lines