06/06 Pranali Malkar
HR at Tech Mahindra

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Tech Mahindra - Manager - Operations - Back Office (7-10 yrs)

Pune Job Code: 706381

JOB TITLE: Manager

DEPARTMENT: Operations - Back Office

LOCATION: Yerwada, Pune

REPORTS TO: Sr. Manager / HOD - Operations

SPAN OF CONTROL: 150 - 200 FTE (Approx)


The purpose of this job role is to manage skillset performance effectively to meet customer expectations and employee satisfaction index. This role is required for Seamless Operational Management to meet business, schedule and budget objectives.


I. To manage end to end skillset operations in line with the contact centre objectives OR company plan thereby contributing to business performance improvement:

Skillset performance :

- Plans and implements the Operational Strategy by setting the right objectives for departments

- Influences Business Decisions and bring about improvement by passing on Team feedback along with the Voice of the Customer

- Ensures that a standardized performance appraisal system is in place and is being completed on time.

- Conducting regular performance reviews

- Managing & maintaining overall skillset performance

- Setting targets, reviewing and maintaining performance

- Needs to do the impact assessment on changes initiated or suggested (especially commercial impact)

II. Managing Operational Efficiencies in order to ensure Profitability:

SLA - Efficiency (AHT, Outliers), Attendance :

- Manages Performance of the department and ensures that all SLA's and targets are met as specified.

- Develop strategies for continuous improvement ( Changes to improve efficiency )

Manage Budgets/Commercials effectively :

- Taking decisions on the monthly incentive plan for the skillset

- Allocating & managing skillset budgets effectively

Skillset Headcount :

- Forecasts workloads and resources required to manage activities of the department. Assists the recruitment team in interviewing if required and updates them with the profile of people required.

- Take decision on headcount requirement based on call pattern and customer needs

III. Enhancing employee experience thereby ensuring higher E-sat:

Talent management :

- Develop and manage direct reports

- Self Development initiatives

Employee Development & Employee satisfaction index :

- Grooms key individuals in the team through coaching

- Communicates with the team in a timely manner (skip levels, appreciation etc)

- Addressing Advisor/TC/TL/TOM Grievances

- Planning & Executing Employee Engagement & Fun Activities

- Maintain effective employee relations at all levels

- Conducts town hall meetings and focuses on the needs of employees

- Identify Training needs for the floor

- Deciding on ways to control attrition for the skillset

- Conducting regular 1:1s and annual appraisals

Succession Planning :

- Delegation, empowerment to take decision down the line

IV. Managing & improving Customer Experience:

Customer Experience :

- Ensures high levels of Customer Satisfaction

- Develop strategies for continuous improvement ( Changes to improve Customer Experience )

- Handling customer escalations or providing resolutions which require higher level of authorization

- Take prompt, sound and independent decisions while resolving customer issues and need

Process Improvements :

- Manages Change and Continuous Improvement

- Identify and facilitate quality/process improvement ideas and projects

- Co-ordinates with heads of other departments in CRM to improve processes and seek/provide support required in order to meet objectives.

- Deliver team and departmental briefings and ensure key policy directives and relevant information is cascaded in a timely, accurate and informative manner

V. Other Responsibilities:

- Co-ordinates with stakeholders to improve working relationships.

- Contributes to the Induction process and helps to induct new advisors into the organization

- Works in collaboration with the Quality / Workforce planning & HR teams


Core Skills & Competencies :

Business Acumen :

- Must have thorough knowledge of the products, processes & systems within the company and outside

- Must have good knowledge & understanding of compliance & regulatory guidelines to drive contact centre compliance with all quality measures & regulatory obligations

- Must have thorough knowledge of company policies, organization policies & guidelines

- Must have a clear idea and a fair understanding of the non-negotiables in the contact centre

Customer Focus

- Consistently place a high value on customers (internal and external) and all issues and factors that relate to customer experience/ stakeholder expectations and needs

- Ensure delivery of all promises and commitments made to the customers/ stakeholders

- Should have the ability to have difficult conversations with stakeholders constructively

Functional Skills & Competencies :

Planning & Organising :

- Ability to organize work/ projects/programs, set priorities, and determine resource requirements, & determine short- or long-term goals and strategies to achieve them

- Ability to manage time and resources efficiently

- Consistently monitor progress and evaluate outcomes

- Ability to create and implement action plan for improvement - Quality metrics & KPI- s

- Ability to look outward; takes account of other people's priorities

Analytical Thinking & Decision-Making Skills :

- Clearly defines problems. Considers all the facts and alternatives available. Is willing to make firm and speedy decisions. Demonstrates objectivity and high quality in decision-making.

- Ability to establish facts and develop conclusions and recommendations following detailed assessment and analysis

- Ability to make, communicate and deploy decisions related to people and processes and to control, monitor and evaluate the effectiveness of the decisions implemented

- Ability to make tough and timely decisions on task and people

Flexibility/ Resilience :

- Adapts effectively to changing plans and priorities

- Is able to follow a collaborative approach with people at different levels or working style

- Is able to cope with highly stressful work environment and difficult stakeholders and demands

Achievement orientation :

- Demonstrates high deadline responsiveness by staying on target to complete goals regardless of obstacles or adverse circumstances

- Has an eye for detail

Ownership & Accountability for results :

- Demonstrates ownership for goals. Drives himself and others to achieve desired results.

- Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement.

Managerial Skills & Competencies :

Performance management :

- Provide consistency in performance expectations and measurement

- Conduct analysis of performance metrics of individual team members/ DRs and the entire team as a whole. Create and implement an action plan for improvement

Leading & Developing Others :

- Support others through providing clarity, direction and organization purpose

- Regularly follow up and hold others accountable for their performance

- Understand key motivators of individual Team leaders and leverage these to coach & develop them

- Conduct training needs identification for the team and ensures that relevant training are conducted for the development of the team

Leading change :

- Is a catalyst for major change

- Gets buy-in from seniors. Communicates and listens with empathy to overcome resistance. Sets up systems to hold gains.

Communication, Influencing & Negotiating Skills :

- To work in collaboration with Operations and Continuous Improvement teams by gaining commitment/buy-in to set objectives

- To work cross-functionally with other teams to share root cause analysis and fix issues by using appeals to reason, data, facts and figures

- Persuade people in a positive manner to achieve the desired outcome

- Ability to have discussions with stakeholders and team members on discussing realistic timeliness for project/program delivery by getting an appropriate buy-in

Leadership Skills :

- Shares a clear vision. Motivates, inspires, influences and pushes people to attain team goals.

- Walks the talk and shares credit for success and takes accountability for failures.

Coaching & Mentoring :

- Believes that each individual has unique strengths and talents.

- Believes that people can develop their capabilities.

- Personally invests time in coaching and mentoring to develop his people. Provide constructive feedback.


Education :

- Graduate/post graduate in any discipline from an accredited institution

Experience :

- Overall 7-10 years work experience for Manager with at least 2 years in an AM role

- Excellent track record during past work experience

- Proven experience in achieving targets against budget

- Proven experience in a People Management and Development

- Understanding of the interdependencies between departments to ensure smooth inter department engagement and coordination

- Experience in a Customer facing environment

- Experience in a multi - channel Contact Centre

- Experience in a technology or communications background

Others :

- Good Communication skills

- Good knowledge of MS-Office and desire to explore

Women-friendly workplace:

Maternity and Paternity Benefits

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