BPO Associate Director

• 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

  Requirements

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