Key Responsibilities

Workforce ManagementL

- Drives the development of innovative resource planning and optimization solutions to maximize customer experience and return on investment

- Drives the development of long term strategic planning and support models to support the Jio growth

- Provide effective real time management to dynamically deliver our SLAs

- Provide efficient Dialler Management to ensure optimum call utilization

- Provide accurate and timely data to monitor agreed KPI e.g. shrinkage, recruitment plans, adherence etc.

- Identifies, establishes and conducts reporting and analysis on operations, both at the Regional and distributed contact center- s, using methodology in line and agreed with MI

CNOC:

- Drives operational performance across the CNOC operations

- Ensures provision and maintains of all CNOC processes and infrastructure to resolve complex customer issues escalated by assisted care agents

- Provides support for Route Cause Analysis (RCA) to develops both temporary / permanent fixes to avoid recurrence

- Ensures alignment between broader Customer Service Division (CSD) expectations, customer and employee needs, and operational quality and performance criteria

- Ensures implementation of best practice standards

Transition Management

- Manage the execution development and coordination of the service implementation / transition to our Outsourced Partners

- Ensure all possible risks that can adversely impact project timelines are highlighted in a timely & mitigation plans are in place

- Drive the preparation of internal risk management procedures and change management procedures

- Lead and execute a structured governance with key work streams involved in transition

- Develops the over-all transition project plan and guide the Knowledge Transfer

Commercial and Financial Management

- Formulates and executes budgets for his area of responsibility to ensure commercial sustainability and growth

- Overall accountability for the budgets and monthly forecasts within his area of responsibility

- Ensures execution and alignment of budget plans

- Drives and manages revenue and gross margins to ensure maximization and attainment of targets

- Drives operational performance within operational budgetary constraints

- Drives and ensures accuracy of the invoicing process within a timely manner with partners

Partner Relationships

- Develops and maintains relationships with BPO Partners and Service Providers

- Point of escalation for any WFM performance issues / contractual issues

- Prepares and delivers a monthly operational review

- Seeks opportunities to gain additional value from BPO Partners and Service Providers

- Develops, owns and implements the WFM governance model between jio and the BPO partners

People Management

Leadership

- Leads by example in living the values of the organisation

- Ensures the cluster is fully equipped to handle the work load and distribute work flow

- Coaches to ensure a full understanding of consequences of errors

- Creates an environment that fosters team work and co-operation amongst team members

- Creates awareness of jio's strategic objectives and their alignment to the cluster and company objectives

- Communicates effectively, building and maintaining relationships

- Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

Attraction & Selection

- Ensures appropriate staffing and action accordingly across the Contact Centre cluster

- Identifies need for creation of position and forward recommendation to direct manager and HR

- Selects and places candidates in terms of agreed recruitment and selection process

Retention

- Develops and empowers people, recognizing and rewarding value-added performance

Training and Development

- Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

- Monitors implementation of training needs as per individual development plans

Career Pathing and Succession Planning

- Identifies, manages and develops talent

Performance Management

- Sets direct reports quantitative and qualitative performance objectives and ensures individual performance objectives are in place and reviewed to meet organisational and individual needs

- Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

Key Result Areas

- NPS

- eNPS

- Budget Adherence

- SLA management

- %Complaints

- Managing NVOC, CNOC, WFM, Transition, IVR

Educational Qualifications

Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable) MBA/Post-graduate

Years of Experience (minimum & maximum) 10 - 15 years

AVP:

What are the organizations that the candidate should have worked for? (Indicate which criteria are mandatory)

Experience in Telecom/Financial Services (Banking)/DTH/BPO

What are the nature and scope of responsibilities the candidate should have handled- (Indicate which criteria are mandatory)

Customer Communications

Customer Service / Customer Operations preferably from BPO

Knowledge & Skills (Indicate which criteria are mandatory)

Cross-function collaboration

Customer experience / Customer service

Fluency in languages (English & Hindi mandatory)

If interested please share the updated resume with following details:

Source
Candidate Name
Qualification
Contact Number
Position applied for
Process applied for
Current Location
Current Designation
Current CTC
Expected CTC
Notice Period

Dhruv Dev Dubey
Mob: 9379121673

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