Head of Security Operations

Job Description

mission / role purposeManage teams of ESC Contact Center Services Experts (recruitment, training planning, resource management, task allocation, on call procedures, performance management & reporting) .Deliver Customer Provisioning, configurations on CC services - moves, adds, changes right every time on time meeting or exceeding the SLAs ensuring outstanding customer experience.Contribute to the development of processes and procedures working with teams globally.key accountabilities key result / decision areas (outcomes) Outstanding Customer Experience Proactively anticipate customers requirements, deliver to meet or exceed expectationsPeople Development Facilitate development of a performing team for the futurePeople Development Challenges others to develop as leaders while serving as a role modelKnowledge Management Promotes and coordinates technical knowledge harvesting within the organizationTraining & Development Identify, record, plan and administer the training requirements of the teamResource Management Resource management: Hiring, turn-over, training & career path managementMatrix Management build & nurture transversal relationship across the Organization to foster collaborative environmentPeople Management Develop and implement initiatives to maintain teams morale and motivationBusiness Performance Facilitate deliver the performance KPIs as defined by the businessProductivity & Efficiency Facilitate efficient resource management with an eye on productivity & cost employing LEAN & Six Sigma methodologies.Managing & Comminicating Change Managing & communicating change based on creative / innovative thinking driven by changing customer / business requirementsKnowledge Management Prepare the team for absorption of technologies (e.g. Contact Center - Cisco, Genesys, Cosmocom, recording solutions - Nice, mediasense etc.) Continual Improvement Provides technical direction for growing Enterprise Service integration and growth domain business from service definition, implementation to continually improving operationsContinual Improvement Applies significant knowledge of industry trends and developments, best practices, implements effective continual improvement solutionsBusiness Performance Creates and executes development plans and revises as appropriate to meet changing needs and requirements.Performance Management Measure Change Management efficiency - quality and throughput and ensure the team s performance meets or exceeds the set KPIs.Performance Management Analyze performance, debrief with the team and implement service improvement plans as required.Compliance & Adherence Monitor the roll-out and compliance of the defined processes, procedures and audit the adherence to standards.Escalation Management Manage escalations for all technical & procedural issues on incident management, problem management, implementation, change & release management.about you knowledge and abilitiesExcellent customer service skills.Excellent leadership skillsExemplary people and change management skillsAbility to build relationships with peer and management levels both with clients and the company managementExcellent interpersonal skills.Good time management, organizational and communication skillsAbility to work under pressure and deal with multiple tasks.Proactive, self motivatedProblem solving skills.Leadership and Matrix ManagementOperational and Financial Excellenceeducation, qualifications, and certificationsB.E in electronics and telecommunication or any other equivalent degree.Contact Center (Cisco, Genesys) certification is prefered.additional information experience12 to 14 years of work experience in Telecom domainminimum 4-5 years of people management experienceGood Understanding of the following:-Prior experience of managing technical teams (network technologies) Hands on Experience on Network configuration,

Keyskills :
service improvement planssix sigma music makingcontact center time managementcustomer service change managementpeople management