24/11 Sahil Kapoor
Senior Manager - HR at Capita

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Capita - Senior Manager - Operations - Customer Service (10-15 yrs)

Pune Job Code: 637234

Capita India is looking an incumbent with 10+ years of experience to manage Customer Service across Email, Chat and Voice. Would prefer candidates from Retail/Logistics background.

Primary Responsibilities :

- Review daily productivity and plan for current day workflow

- Overseeing India ops delivery on all agreed KPI's

- Day to day client communication

- Reviewing seasonal process peaks and troughs to manage resources effectively

- Weekly / monthly quality and efficiency reviews with client and internal team

- Weekly Departmental audits to plan month/seasonal performance

- Reviewing adherence to guidelines set by client to ensure CSAT

- Identifying India competencies and proposing work movements

- Reviewing Client work TAT's to identify and propose India capabilities

- Providing support and solutions to reduce costs and increase efficiency on both India and onsite operations.

- Monthly /Weekly client feedback and cascade to direct reports

- Project Review and Management

- Transition

- Creation and timely reviews of SOP's for existing processes

- KPI Delivery

- Design and implement progress update documents for all areas/new transitions

- Review and reset KPI's as per process and system changes

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

- TNI for direct reports to business continuity

- Project management of ad-hoc marketing initiatives taken by clients

 Other Responsibilities: 

- Resource planning and recruitment as per budgeted FTE for all departments

- Recruitment quality checks

- Reviewing and setting SOP's for new transitions

- Payroll / Invoice inputs for overtime and incentive's

- Systems check audits to ensure no downtime

- Oversee MI/ systems support and other functions

- Work closely with the programming team in UK to create user friendly and efficiency enhancing system solutions

- Invoice and billing responsibilities

- Staff Payroll management

Key Client Deliverables :

- Monthly/Quarterly review of budgeted vs Actual FTE to manage efficiency levels in all areas

- Providing and implementing business - focused solutions within time /cost constraints

- Initiation and implementation of various improvement program.

- Create and upgrade audit framework to review various diverse delivery parameters.

- Cost Management

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