Global Vertical Operations Lead

Role Objective:

To be the main point of contact of the client for any escalation, issues, feedback and project implementations. The Operations Lead will also be the liaison of all Transcosmos sites regarding expectations and requirements of the client. He/She will lead the Operations to achieve KPI, deliver on what is expected based on the Statement of Work while ensuring alignment with the Transcosmos local/regional/global goals. To serve the internal and external customers by planning and implementing process strategies and business operations including improving systems and processes.

Role Responsibilities:

• Determines Client Operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops Operations systems by developing customer interaction and voice response systems, and voice

networks; utilizes planning and controlling implementations.

• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplishes adhoc resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Plans and strategizes activities to meet business units financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares Operations performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Manage multiple sites in the Transcosmos region and responsible for each sites performance.
• Close coordination with Transcosmos Regional Operations team for the implementation of different regional activities and initiatives.
• Act as main point of contact between client and Transcosmos.