Ezeego1 - Manager/Senior Manager - Operations Management - Customer Experience Voice Team

Job Requirement :

- Operations Management experience in BPO operations in the Managing Customer Experience Voice teams

- Webchat experience in Telecom domain

- International experience required

Operations :

- Plan for current day workflow and present performance for previous day to Business Lead

- Overseeing Department/AM's delivery on all agreed KPI's

- Day to day client communication

- Reviewing intraday process peaks and troughs to manage resources effectively and manage / conduct daily workflow checks and prioritization of work as per TAT

- Quarterly / Monthly / Weekly review on effectiveness, efficiency and qualitative metrics with team and process head along with a client review as appropriate

- Weekly /Daily productivity audits

- Shrinkage management as per forecast allowances

- Client communication and reports to share department performance and productivity

- Capable of handling resource planning for respective department and work with the planning team

- Authorizing and implementing training and development requirements highlighted by team/Clients

- Resource planning for cross functional peaks

- Maintaining costs as per client and process heads guidelines

- Identify process improvements to drive efficiencies

- Monthly /Weekly client feedback and cascade to direct reports

- Performance Management

Project review and Management :

- KPI Delivery

- Implement and present progress update documents for all areas/new transitions

- Review and propose KPI change's as per process developments and requirements

- Define and manage group/Team structures to support business needs

- TNI for direct reports and Business flags

Other responsibilities :

- Payroll / Invoice inputs for overtime and incentive's

- Systems check audits to ensure no downtime

- Ensure business cover 24/7

- Succession and management planning for leavers at AM /TL level

- Reviewing process and people impact on new transition's / cross skilling and propose business effective solutions

- People Management

Span of Control - 70 to 100 heads

Recruitment :

- Planning and implementing training timelines /requirements as per forecast

- Reviewing quality of new hires in the dept and effect on quality and productivity

- Communication and update recruitment and HR on new requirements and assessing quality of new hires

- Assessment and training of High potential employees for vertical movement (TL/AM roles)

- Reviewing and upgrading recruitment guidelines if required

- New hire's induction to ensure loyalty quotient

- Weekly/Monthly audits on quality output of new hires

People Deliverables :

- Employee skill enhancement trainings

- Meeting retention targets set for respective departments

- Developing and grooming AM/TLS's on personal and professional level

- Monthly random staff skips

- Feedback and coaching to direct reports based on employee skips

- Creating employee engagement schedules

- Planning Training and development courses for top performers

- Reviewing employee escalations and agreeing course of action /permanent solutions

- Reviewing all staff under performance management plan

- Reviewing all disciplinary issues /termination cases to cover all risks from client and organization point of view

- Weekly /Monthly reviews to understand stability and ESAT quotient

- Monthly employee town halls