The incumbent would beresponsible for the following:  - Design ERC processes and define preventive or corrective measures for avoiding process deviations (Develop business process solutions for ERC Operations).  - Monitor Operations and ensure adherence to timelines/SLAs.  - Benchmarking and implementation of best practices in Call Centre Operations.  - Manpower Planning, Budgeting & Control.  - Define performance evaluation Process/ Metrics for the business.  - Ability to define business requirements for Technology development and/ or up-gradation/ enhancement.  - Define quality and productivity measures/ targets for ERC/ Call Center Operations.  - Develop effective People Management practices to enhance performance of Associates/ Team Leads/ AMs/ Managers.  - Performance Review - Review and analyze performance reports vis a vis targets on a daily/weekly/monthly basis (Minimum twice a month - Mandatory).  - Ensure operations productivity (ERC) through timely team/ structural & organizational interventions.  - Analysis of ERC Operations, anticipation of trends, problems/risks and preparation of risk mitigating plans.  - Enable a people, process and customer centric culture for ERC.  - Provide critical and objective inputs for design and development of Reward & Recognition (R & R) program for ERC.  - Facilitate/ Coordinate with HR T & D for Personnel development programs.  - Establish processes for tapping optimum potential of Associates/ Teams.  - Encourage/facilitate Process development initiatives (Minimum 1 per Quarter - Mandatory).  - Skip level meetings with COs/ DOs/ Team Leads (Monthly/ Quarterly) (Minimum - 1 per Quarter).  - Management of ERC Operations.  - Attendance & Leave management/ Roster Management  - Training & Development  - One on Ones - Team Leads/ 'AMs  - Visitors Tour Management as required  - Abide by the reporting requirements for the National Team and the specified Timelines thereto if any.  - Abide/adhere to ERC Floor policy, ERC process guidelines, HR Policies.

Others

Head - Call Center - ERC Process - BPO 

Job Description for Head - Call Center - ERC Process - BPO  in EMRI GREEN HEALTH SERVICES GVK ENTERPRISE in  MP Others for (7-12) years of experience. Apply Now!