a. Customer related :
- Manages daily performance to ensure that all CROs, Team Leads, AMs, Manager-Operations and Sr. Manager Operations are providing an above-average level
- Meets/exceeds service and quality levels as assigned by Management/Client
- Drive and achieve Value Add targets for the business
- Manage customer escalations within permissible TAT
- Coordinating with the client on process related issues and updates
- Uphold Our Client/Company virtues
b. Financials related :
- Ensure profitability of the process
- Preparation of budget and process manpower count
- Mining of the account in co-ordination with the Department Head and ensuring the account grows
- Forecast any business adversity (Proactive approach)
c. People related:
- Works with Cross-Functional Teams to ensure that both internal and external customers- needs are met
- Optimum utilization of resource to meet productivity
- Identify and organize training programs
- Interview candidates to ensure quality of Hire
- Conducting team reviews, submitting progress reports of the team to the manager and conducting appraisals
- Identify key people, mentor leaders (succession planning)
- Develop and drive people engagement initiatives to control attritions and shrinkage
d. Process related :
- Manages day-to-day operations of the team, including attendance, attrition and outages, to minimize customer impact.
- Coaches and mentors CROs, Team Leads, AMOs
- Recommends new ideas for improvement in work processes within the Call Centre, to provide excellent customer service.
- Accountable for the production and quality targets of the team
- Performance Projection of the process
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