eClerx - Associate Programe Manager - Cable & Telecom Services

Job title : Associate Programe Manager

Vertical : Cable & Telecom Services

Responsible to / Reporting to : Reporting Manager Designation- PGM

Shift Timings : 9 AM to 6:30 PM - 6:30 PM to 4 AM - 3 PM to 12: 30 AM - Others

Location : Chandigarh

Designation : APGM

Program / Process Description :

- Monitor interactions processed by telecom agents across client lines of business

- Score quality behaviors as per client guidelines

- Perform business analytics providing client with actionable, business oriented data

- Report quality scores per client requirement

- Perform case studies / deep dive analysis in client focus areas to add value to client business

Job Description :

- Overall responsibility for Process success by agreeing, implementing and monitoring Team objectives and targets whilst ensuring company policies and procedures are adhered to.

- Responsible for the daily one-on-one supervision and management of an assigned team. Ensure service delivered meets contractual Key Performance Indicator (KPIs ) obligations of our clients through the management of operational activity of the team.

- Under the direction of the Process Leader, the Team Manager implements systems and processes to achieve client-specified metrics while providing development opportunities to the team members.

Responsibilities :

- Ensure Critical Performance Metrics are met consistently

- Prepare and circulate Client / Vendor Decks

- Lead Client / Vendor reviews / calibrations

- Revert to client/vendor queries on routine issues

- Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely

- Manage multiple teams

- Perform audits and quality checks on the Team Leads & Floor Supports

- Provide feedback to the Team Leads & Floor Supports periodically on their performance

- Ensure cross skilling and periodic process re-verification to ensure resource pool

- Perform Training Need Identification for teams

- Perform Bottom Quartile Management

- Ensure directives from Senior Leadership are percolated and acted upon

- Hold periodic meetings, discuss task delegation and review issues

- Conduct team huddles and meetings to discuss Operational updates

- Build team spirit through group sessions, activities, projects

- Focus on Retention of staff through Career mapping & guiding the team members

- Advocate and follow the organizational policies and procedures

- Work towards providing value add and insight back to client

- Focus on improving Quality and Internal process through automation

Estimated Time Allocation :

- Work allocation, shrinkage management - 1.5 hrs

- Team meetings - 1 Hour

- Client / internal calibrations / calls - 2 hrs

- Validation of data, reports, decks - 1 hrs

- Responding to business emails, ad hoc requirements - 2 hrs

Work Experience : 8 to 14 Years ( 6 years in Team Handling Experience )

Competencies & Behavioral Attributes :

Critical Competencies :

- Ability to quickly and efficiently assimilate process knowledge

- Strong process orientation, good people management and leadership skills

- Detail & result oriented, self-motivated with good analytical skills & ability to cope with pressure

- Excellent communication and interpersonal skills including English language skills

- Professional in conduct/behavior, appearance and communication

Additional Competencies :

- Team Handling

- Motivation

- Time Management

- People Management

- Client Management

Behavioral Attributes & Other Comments :

- Ability to work in teams

- Flexible

- Eye for detail

- Should not have any commitments - Part time courses, tuitions, etc