Operations Head
CurrentHead of Contact Center & Operations for E-governance project .1. Manage the contact center of State Govt. ensuring high quality business activities with maximum quality, service and profitability for the organization.2. Ensuring that the team understands that the center’s profits and achievements are reflected in all its operations and activities– including relationships and risk management3. Meet your targets and those of the team as a whole. 4. The smooth running of the team. 5. Contribute to training and development of the team.6. Assist Line Manager in achieving maximum customer satisfaction in accordance with organization plans.7. Maintain overall center responsibility for performing all duties in compliance with related legal/statutory, regulations, professional duties, responsibilities and obligations and insert as applicable e.g. Best Practice Guidelines, ISO certification.8. Day to day responsibilities agreed with your manager to include, manage, direct and monitor the overall performance of the center, effective liaison, support and assistance with the whole of the organization.9. Maintain and improve mechanisms for centre activities, including surveying and measuring the operations, process, outcomes and profitability and disseminate feedback to the appropriate internal entities.10. Utilise agreed systems to manage the center functions, analysis and documenting.11. Direct the development of plans for the centre to include management to achieve targets.12. Developing plans for the centre’s progress and growth.13. Support to all other departments with and related issues.14. Subject to agreed criteria, recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are meet.15. Reporting (content and format as agreed) on a monthly basis as agreed
