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Job Description:

Position: Assistant General Manager

Experience: 15-20 Years

Location: Hyderabad

Notice Period: Immediate - 30 Days

To handle the entire location as a site head. 

He / She should be from a local area and must have an experience in third party call centre for at least 8 years

Job Responsibilities 

Responsible to manage capacity Planning, Scheduling, Forecasting, Real Time Management, and Reporting

To coordinate with operations and various departments on a regular basis

Daily Monitor all required KPIs effectively to ensure they meet their targets

Effectively manage outage scenarios

Manage ad-hoc requirements from Ops & any other functions

Discuss daily / weekly performance with stakeholders

Outlier management for all efficiency parameters

Analysis Strong Analytical skills

Should be able to handle & achieve the departmental requirements

Accurate and Timely reporting

Client Management Internal and External

Ability to work on data and generate various types dashboards, reports/ad-hoc reports

Meeting client requirements within TAT and with accuracy

Desired Candidate Profile

Handle Operations, IT, HR, Admin, T&Q, MIS and WFM for the local site 

Responsible for Manpower availability and client SLAs

Should be responsible for generating full revenue for the location

Should be responsible for the growth of a center

Should have good knowledge of local call centers in that area

Should lead hiring, Training and Quality at the local site level

Must have a local language knowledge and understanding of local culture

Should be self-motivated for growth of a center

Should be responsible for P&L for that location 

Should have a strong eye for reviewing the data

Should have good persona for leading a center