Job Description: Help Desk Operations Associate Director has single-point responsibility for the successful planning, execution, monitoring, control, and delivery of the Call Center/Help Desk projects Operation.

Required Skills: Operations Management, Large Team Management, Project Management, Productivity Management, Risk Management, Account Growth, and more.

The major responsibilities of the role:

Operations Management

Manage various critical aspects of an operation: CC SLAs, client requirements, team management, productivity management, operations issues and risk management

Manage timely, high-quality, and cost-effective service delivery to the client as per the SLAs

Create an operations plan to establish operations and manage the changes

Work with call center managers and team leads to ensure the success of the total operations

Define and implement DR and Backup plans for the Operation

Manage the day-to-day operation as per the SLAs

Resource Management

Optimize resource allocation, ramp-up and ramp-downs

Ensure smooth induction of resources in the operations

Reward and recognize performance

Provide motivation and direction to the team for the successful completion of tasks

Delegate responsibility appropriately and empower team members to deliver results

Foster a team environment that attracts and retains world-class talent

Ensure that each team member has adequate skills and knowledge on operations and processes.

Communication and Collaboration

Be the single point of contact (SPOC) for various support groups

Map out communication protocol and the points of communication between Nagarro and the client and partners

Facilitate regular communication and coordination involving the client team with the rest of the operations team and answer questions related to project progress, performance, and decisions

Provide regular status updates to the client via emails, scheduled status meetings, ad-hoc discussions etc.

Business Development

• Expand Nagarro’s engagement at the current program to support other business entities
• Help support and drive business development activities

Job Type: Full-time

Salary: $120,000.00 - $130,000.00 per year

Schedule:

• 8 hour shift

Ability to commute/relocate:

• New York, NY 10001: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Operations management: 5 years (Preferred)
• Disaster recovery: 5 years (Preferred)
• Help desk: 5 years (Preferred)

Work Location: One location

Speak with the employer
+91 727.216.7642

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