Job Description

Roles & Responsibilities:

Responsible for the successful operation and leadership in area of responsibility
Designs and implements mid-to-long term operating strategies and tactics
Responsible for the achievement of operational and financial results
Plans, directs and coordinates operational activities with the help of established organizational design and team structure
Takes lead position in initiating customer relationships, determining project scope, developing the final proposal, and making executive presentations
Will be responsible for leading, decision making on operating procedure, workflow and the overall quality and success of department(s) assigned
Guides direct reports to execute functional / BU plans and initiatives
Uses negotiation and influence skills to manage key stakeholder relationships
Creates opportunities for growth and change through revisions to current industry practices
Researching emerging trends and recommending new company offerings to satisfy customers needs
Ideate, Designs and implements mid- to long-term commercial strategies and tactics, including automation and service digitization

Key Skills:

Telcom industry vertical expert
Extensive experience in managing various telecom functions such as customer service, upselling and cross selling, customer retention and debt management
Experience in CX, customer relationships, people management, project management and relevant industry information.
Expert negotiation & presentation skills
Expert ability to communicate clearly and effectively both verbally and in writing.
Ability to provide leadership to multiple disciplines or departments within a function on a global basis.

Qualifications & Experience:

Graduate or above degree
Requires 15+ years relevant experience. (Includes 10+ years business development and leadership experience.)

BPO Senior Director