BPO Delivery Director at NTT DATA

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

02 Feb, 26

Salary

0.0

Posted On

04 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Contact Center Operations, Project Management, Training Management, Quality Assurance, Analytics, Talent Management, IT Management, Life Insurance, Annuity Products, CX Metrics, Contact Center Technology, ISO Certification, ITIL Certification, COPC Certification, Lean Six Sigma

Industry

IT Services and IT Consulting

Description

Nature of Work Accountable for the day-to-day Contact center multi-channel Operations of Life Insurance products managing processes, improvement programs and initiatives. Contributes to standards around which others will operate. Establishes and influences operating policies. Plans for a customer service future needs and operations. Contributes to policy/ program development. Manages impacts of Contact center functions- Training, WFM, Quality, MIS, Analytics, Talent Management and IT Exercises controls over Resources, planning, costs and budget Identifies business opportunities. Assumes responsibility to interact with Clients on performance and drivers to change Key Differentiators Involved in developing, implementing and managing Customer services areas of support programs, training and operations. Organizes cross-functional work teams, applies professional project management skills, and provides team leadership to obtain project goals and objectives. Establishes operational objectives and assignments, and delegates assignments to subordinate leader Manages a staff of professional level team members or manages a team through direct or lower-level Managers/Supervisors/Team Leads. Sets project timeframes and priorities based on project objectives and ongoing assignments. Provides authoritative advice to top management based on deep subject matter expertise in the contact center and Insurance products. Provides guidance and business advice and becomes actively involved as required. Adapts communication techniques for audiences at multiple internal/external levels. Customer Orientation Ease with CX and Contact Center metrics 10+ years of relevant Customer Service experience or equivalent combination of education and work experience ISO and ITIL certified COPC certified Lean Six Sigma Insurance services background - that required knowledge of Life insurance and annuity products where you managed Contact center interactions(calls/chat/email) Sound understanding of Contact Center Technology and Tools

Responsibilities

The BPO Delivery Director is accountable for the day-to-day operations of multi-channel contact center operations for life insurance products, managing processes and improvement initiatives. This role involves establishing operational policies, managing resources, and interacting with clients to drive performance improvements.