Infocrunch - AGM - Call Center Operations

AGM Operations - Call Center

Location: Delhi / Mohali

Compensation: Best in Industry

Introduction:

To manage Voice Operations in Delhi / Mohali through Team Managers within Voice Operations - managing 100+ FTEs and supervisory support staff across Voice business clusters with multiple stakeholders

- Ensure Service Level Agreements for the process are met as agreed upon.

- Identify causes for non-achievement of Service Level Agreements, develop solutions and implementing the same. Review and analyze performance reports against targets on a weekly/monthly basis with Team Managers and with stakeholders and investigate causes for performance deviations

- Ensure process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, Monitor compliance adherence through timely audits, generating awareness on the floor etc.

- Manage performance of individual teams through performance management techniques, career planning strategies and sharing of best practices.

- Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics and reports) and recommend solutions; ensure maintenance of processes and procedures to facilitate the same

- Responsible for attrition management and arranging for backfills on a timely basis, develop strategic & tactical plans to identify, analyze and effectively respond to clients needs, emerging trends and best practices

- Responsible for staff performance, management, compensation and rewards & recognition programs, attend daily huddle with team managers to be updated on all the floor issues concerns, Set KROs for the team managers and ensure KROs are aligned to the client SLAs and the overall organizational goals

- Drive quality and process improvement initiatives to ensure continuous improvement Provide reports on the process metrics and employee performance to the Top Management

- Conduct regular meetings with the support to ensure that the internal SLAs are met and the business remains compliant

- Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews.Provoke interest in tasks, activities and objectives by setting interesting and achievable tasks.