Associate Director :- Operation Support - Vimerse Infotech : Job Details

Associate Director :- - Operation Support(Onsite)- Call Centre/Field Operations exp. required Location: NYC, NY Full Time /Permanent Role (Onsite role)Job DescriptionRequired Skills: Operations Management, Large Team Management, Project Management, Productivity Management, Risk Management, Account Growth, and more.Responsibilities: Operations Management

Manage various critical aspects of an operation: CC SLAs, client requirements, team management, productivity management, operations issues and risk management

Manage timely, high-quality, and cost-effective service delivery to the client as per the SLAs

Create an operations plan to establish operations and manage the changes

Work with call center managers and team leads to ensure the success of the total operations

Define and implement DR and Backup plans for the operation

Manage the day-to-day operation as per the SLAs

Resource Management

Optimize resource allocation, ramp-up and ramp-downs

Ensure smooth induction of resources in the operations

Reward and recognize performance

Provide motivation and direction to the team for the successful completion of tasks

Delegate responsibility appropriately and empower team members to deliver results

Foster a team environment that attracts and retains world-class talent

Ensure that each team member has adequate skills and knowledge on operations and processes.

Communication and Collaboration

Be the single point of contact (SPOC) for various support groups

Map out communication protocol and the points of communication between client and partners

Facilitate regular communication and coordination involving the client team with the rest of the operations team and answer questions related to project progress, performance, and decisions

Provide regular status updates to the client via emails, scheduled status meetings, ad-hoc discussions etc.