Job Description

Driving the team to achieve the set KPI Targets Performance, Productivity & Hygiene. Be the liaison between the client and the team. Own up Client Engagement and Sales Management for the process Provide overall leadership to the John & Smith team working for the clients process Customer Relationship Management Issue & escalation management & resolution New process innovations & internalization and continuous improvement Work as a point of contact for end customers for any operational concerns and issues during the transition and steady-state of affairs to ensure efficiency is met Talent Acquisition to ensure the staffing numbers are met for smooth functioning of the delivery Drive governance calls with Customer and senior management to appraise the overall status of the engagements Attributes Required Sound knowledge of the bpo process and experience in a large consulting environment Experience with independent account management Should be well versed in areas of technology especially, business process design, gap analysis, solution architecting Good knowledge of the BPO Services Sector including outsourcing and offshoring Critical requisites desired from the Candidate Willing to work in Night Shifts Willing to work on Weekends Significant experience in Solution and Services sales and client management. Proven sales skills, Excellent Communicator, with drive and ambition, result-focused approach Experience in handling International processes for a KPO/BPO setup Outstanding communication, presentation, and interpersonal skills are pre-requisites Need to be creative, adaptable, enquiring and analytical, and enjoy dealing with people from a wide range of backgrounds

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