Looking into functions entailing reviewing and distributing information passed dow from other functional areas.
Providing input to management on unique and recurring customer problems and assistance to peers.
Maintain team data structure and conduct weekly performance reviews
Accountable for meeting client and Organization SLAs
Coordinating transition of new hires from training to the production floor
Facilitate annual appraisals and create forums for employee development, create an environment that nurtures talent via learning and experience sharing
Employee retention
Regularly conduct 1*1 meets with the team, Single point of contact and demonstrated accountability to all agents need and concerns from hiring to training and scheduling and leave management.
Responsible for performance management and evaluation, career development for all group reportees.
Manage and maintain high levels of employee satisfaction and commitment
Maintain the finest quality of recruitment of coaching and training talent by developing an efficacious interview process.
Conduct weekly/monthly/quarterly reviews with the business to review organizational performance and discuss operating challenges.
Providing managerial leadership, coaching/feedback and development for direct reports and business partners
Accountable for all Client VOCs
Manage Client relationship to develop farming opportunities
Responsible for GP
Provide analysis relating to various metrics for the related business.
Provide deep dive and root cause analysis of various technical & functional issues.
Attrition control – Introduce and implement key initiatives along with the support of the HRD.
Own and drive initiatives towards surpassing departmental goals.
Vertical head for Logistics, Triage and Broadband verticals
Executing to the SOW and ensuring the SLAs are met. Identifying challenges and devising appropriate mitigation plans to reduce/avoid negative impact. Metrics include, Service Levels, Customer Satisfaction, Service failure %, Accuracy % etc
Identify strengths and weaknesses to effectively utilize capacity to pilot/ramp improvement initiatives. Work with the procurement teams to discuss scaling opportunities based current competencies and performance
Point of Contact for Internal & External client related issues/concerns, managing escalations both customers related as well as business related
Succession Planning and implementation
Primary contact person for all SD operations across the account and interlocking with the client directly.
Leveraging opportunities and Best practices across all verticals
Providing managerial leadership, coaching/feedback and development for direct reports and business partners
Contractual & Non-Contractual KPI Adherence, Control & monitoring
Responsible for performance management and evaluation, career development for all group reportees.
Skills:- Team Management, Client Management, Communication Skills, Business Process Outsourcing (BPO) and Corporate Communications]]>