Responsible for day to day Operations management

- Monitor and ensure organizational goals and contractual commitments are met (e.g. budget/cost, service availability, responses, reports).

- Resolve/monitor customer escalations as appropriate.

- Responsible for mentoring, training, career development, performance management

- Provide direction for and support of process change initiatives including robust documentation and training.

- Reviewing and Monitoring process accuracy on a periodic basis.

- Periodic client reporting and conducting quality audits.

- Good Experience in MS office applications (PowerPoint, Visio, MS Project)

- Able to work and deliver under pressure,

- Should have keen eye for detail.

- Must be flexible and able to work in shifts.

- Should have confidence to discuss instructions and deliverables with clients and management to ensure clear understanding

- Demonstrated experience in dealing with large-scale, highly available, and SLA managed services

- Performance Management

- People Management

- Process Improvements

- Client Relationship Management

CRITICAL SKILLS REQUIRED :

- High analytical skills

- Lean Certification or Six Sigma certification would be added advantage, but not mandatory

- May or should have information on internet or social networking products or services

- Good communications skills and written skills

- Excellent knowledge of Service Delivery in a voice/semi voice process

- Well versed with Microsoft applications, specially excel and power point

- The job will require fairly high amount of work in shift environment as per requirement

- Candidate shall be responsible for all risk management & compliance activities as applicable to this functional role.

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