Job Description

Primary Responsibility

Run client operations and responsible to drive process KPI SLAs

People Management & Drive Process Improvement

Performance Parameters

(Measurable)

• Employee Satisfaction, people development and morale. ( 25%)
• Attrition within target levels. (25%)
• Improvement in quality and productivity. (20%)
• Process performance – as per KPIs over the month. (20%)
• Customer Satisfaction. (10%)

Role/ Responsibilities

• Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.
• Documented monthly performance review of Agents and Assistant Managers.
• Conduct quarterly and annual appraisals of Agents and Assistant Managers and consequently make development plans for them. Appraise Agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor Agents and TL
• Drive reward and recognition activity on the floor.
• Drive process improvement activity on the floor using process excellence methodology.
• Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
• Stay in touch with the Client at the Process Owner level on regular basis to review progress.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Competencies & Skills

Values & Behaviour

1. People management and leadership skills.
2. Capability to conduct an appraisal discussion and assess different levels of performance and potential.
3. Capability to communicate with large teams.
4. Appreciation of the domain needs of the process and its key drivers.
5. Reasonable level of business perspective regarding the internal functioning of BPO/EXL.
6. Good networking capability and Client facing skills.
7. Communication Skills : Excellent verbal and written communication skills
8. Demonstrates clarity in thought and word, is logical, persuasive and is open and encourages feedback.
9. Client Interaction Skill : Client Reporting (any client systems where client reports are generated / updated)
10. Ability to coordinate with the Client at the Process Owner level regularly to review progress of the process and improve Client Satisfaction.
11. Good networking capability and Client facing skills.
12. Driving Change : Demonstrates an openness in anticipating, driving change and influencing colleagues
13. Interpersonal Relations : Is sensitive to people’s feelings, is mature in dealing with conflicts and contributes positively in a team.
14. Customer Service orientation.
15. Quality Orientation.
16. People oriented.

Technical Skills

Basic Computer Usage

Internet / Email usage

Word, Excel and Powerpoint

Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them. nteract with clients and process owner on a regular basis to review progress,recommend action plan and suggest improvement

Graduation 5+Year