职位详情
To achieve the following business requirements:
1. To ensure speedier Resolution and Control
2. To undertake full responsibility to meet and deliver expected SLA’s – drive efficiency measures to yield cost reduction for the region
3. To work in tandem with local Ops/BD teams - exploring newer business opportunities for IS related work
4. To ensure enhancement of VFS Global In-House setups.
Areas of Responsibility & brief description
1. Cost budget control for Contact Centre spend within the region
2. Contact center solution designing and meeting Information Security/Legal compliance
3. Transition and Quality/Training activities for Contact Center related within the region
4. Enhance VFS Global in-house setups within the region
5. Manage and Deliver Contact Center related SLA/KPI within the region
6. Judicious use of natural resources
7. Shall adhere to the environment health and safety policy/objectives and guidelines of the organization.
Indicative KRA’s/Budgetary and Revenue Responsibilities
1. Overall Budget of all Outsourced Contact Centres within the region responsible for to be met at all times.
2. Providing the region a strong chance of a successful bid by demonstrating exceptional performance of existing business in terms of SLAs, KPIs, CSAT, Quality, Process Improvements, Quality Driven projects, etc.
3. Identifying areas for Cost Reduction for the regional Contact Centre setup.
4. Ownership of strictly meeting budgets for all NEW roll-outs in the region.
Education: Minimum:
Bachelors in any field (preference to candidates with MBA degree from prime institutes)
Additional: Post graduate or global equivalent degree
Six Sigma certified (at least GB) is required
Experience:
10 – 14 years’ of experience in large BPO setup, anywhere in the world handling International processes (preference to Telecom verticals)
其他信息
语言要求：英语
行业要求：全部行业
公司介绍
VFS Global is a wholly-owned subsidiary of the Kuoni Group, a public-listed company headquartered in Zurich, Switzerland. It is the world's ********outsourcing and technology services specialist for governments and diplomatic missions worldwide. The company manages administrative and non-judgemental tasks related to visa, passport, identity management and other citizen services for its client governments enabling them to focus entirely on the critical task of assessment.
With 1986 Application Centres and operations in 123 countries across five continents, VFS Global serves the interests of 50 client governments. The company has successfully processed over 115 million applications since its inception in 2001.
For more information about VFS, please click into below links:
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