Eligibility:

- Should be Graduate with any recognized University. MBA - Operations Preferred.

- Good Communication skills & Good analytical Skills

- Minimum 10+ years of industry Customer Service experience Voice Ops

- Should be well versed with MS Excel, MS Word and PowerPoint.

- Should be currently working in the capacity of a Manager / similar designation for atleast 2 year

Skills/Capabilities:

- Experience of managing a team size of at least 25+(support level),

- Ability to work in an environment of multiple priorities and conflicting deadlines

- Customer service focus, Strong people management and leadership skills

- Ability to assess staff strengths and developmental needs and deliver motivating feedback to have staff thrive and grow

- Ability to build strong relationships with others across business and technical communities.

- Process improvement experience using a methodology

- Accomplishments in process optimization, operations management, vendor & team management with key focus on cost control, revenue maximization, and strategic planning & change management

- Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.

- An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitude

- Established good track record in attrition control and mapping, align staffing as per volume forecast and hiring nos

Responsibilities :

- SLA & KRA Performance Management

- Manage workflow and resources to consistently meet our service standards even under pressure situations

- Provide support on escalated cases and Handles service recovery situations

- Participates on process improvement initiatives for business units

- Lead small departmental projects or initiatives that support departmental goals

- Help staff assess their career objectives and developmental needs in achieving those objectives

- Develop contingency strategies and plans for staffing changes

- Identify causes for non-achievement of SLAs, develop solutions and execute the same

- Employee engagement plans for improved Retention

- Establishing Governance Model

- Manages FTE- s, SME, TL and AM, Manager levels based on budget requirements & direction provided by Leadership team

- Create an environment of innovation and creativity that leads to continual process and service improvements

- Develop team's capability by completing quality/accuracy checks, giving performance feedback to employees to increase -team capabilities and production levels.

- Publish weekly revenue flash highlighting Rev loss if any & Action Plan

- Controlling budget on Incentive, Transport, Employee Engagement;

- Develop models on Incentive structure for R&R.

- Basic Understanding of Process P&L

- Resource Planning

- Lead and inspire multiple teams under severe constraints

- Capacity Utilization - trends, attrition, projected ramp-ups, metrics

- WFM Management - Service Level; Work Prioritization Strategies, Productivity (Reducing Shrinkages & tracking AHT)

- Vendor Interface / Management

- Builds strong relationship with internal & external stake holders

- Daily touch points with partners on key performance areas

- Business Reviews (WBR / MBR) with the onshore on performance

- Provide various timely reporting to Business Heads on production, overtime, FTEs, savings etc

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.