[24]7 Inc - Director - Operations - Chat & Voice - US Process

Summary of essential job functions :

- Setting and meeting quarterly performance targets for efficiency, NPS, CSAT, FCR and quality

- Managing the daily running of the line of business

- Liaising with managers, operatives and third parties to gather information and resolve issues

Job Responsibilities :

- PM for the program is the first contact for all the managers and clients.

- Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the requirement. Identifies causes for non-achievement of SLAs, develops solutions and executes the same. Performs trend analysis on MIS data and identifies deficiencies (tools, metrics and reports) and recommends solutions.

- Reviews and analyzes performance reports against targets on a weekly/monthly basis with Operations managers/Team Managers and with client to investigate causes for performance deviations.

- Develops strategic & tactical plans to identify, analyze and effectively respond to needs, emerging trends and best practices. Conducts dip checks of parameters that impact performance & data integrity.

- Monitors compliance adherence through timely audits, generating awareness on the floor etc.

- Looks for additional revenue generation opportunity and play an active sales role for the business.

- Manages performance of individual Ops/team leaders through performance management, career planning strategies and sharing of best practices, therefore managing performance of the entire process.

- Sets KRA for the managers and ensure KRAs are aligned to client SLAs and overall organizational goals.

- Coaches and mentors sub-ordinates. Monitors employee count for full time attendance.

- Responsible for attrition management and arranging for back fills on a timely basis. Works closely with HR to ensure high employee morale and retention initiatives.

- Conducts skip level meetings at regular intervals to address concerns, if any.

- Responsible for staff performance, compensation and rewards & recognition programs.

Pls. call Prasad M for further clarifications at 9945480832