- Manage and plan monthly resource allocation as per the monthly forecast shared for each region by the client
Skilling Optimize manpower and minimize leakages by effectively reskilling and mapping as per inventory shared by client (daily and monthly) Conduct the skilling exercise every interval to ensure the emails are assigned to agents with relevant skills - Maximize productivity by ensuring cross training of resources on multiple skills in case of shortage caused to holidays or absenteeism
Ensure retention by offering relevant trainings and certifications of all allocated resources Update site leads on hourly progression, ASA updates on each location, SLA compliance etc. Ensure all SLA parameters are met in the account and maintain a green card at all times Maintain daily attendance and commitment trackers for all accounts in every department and region Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders Lead and manage escalations, potential risks or early warning signs with client and relevant stakeholders to eliminate any revenue leakage Focus on client centricity through effective client interaction, report management and contract compliance Effective Client Interaction Interact with client on a daily basis updating them on the progress against the inventory volumes Engage with client on volume distribution on a daily basis - Conduct and lead daily workforce planning calls with clients
Connect with client and on ASA waivers and capacity updates for additional business Connect with clients on getting approvals for overtime in case of absenteeism and/or shortage of resources Liaise between the customer and internal teams on escalations of serious issues and queue - Interact and engage with the client to communicate and update progress against team progress on a daily/weekly/monthly basis
Accurate, relevant & timely reporting to client and senior stakeholders Share daily, weekly and monthly dashboards with clients updating progress against SLA, volumes, queues, closure time etc. Prepare and share the AHT Tracker (Half Hourly) to the Managers - Prepare and share dashboard containing all SLA's , KPIS, every single metric on a daily basis with Account head/site head
Share the customer satisfaction report with supervisors daily Prepare and share the relevant quality report with quality team Modify reports as per the change in process or process requirement - Train direct reports on various reports to cater to ad hoc report requests from various teams
- Regular cadence around contract compliance
- Evaluate performance with key metrics (accuracy, ASA, customer service metrics etc.)
- Set direction for the team, track progress against targets through regular cadence calls and course correct as required
- Drive the focus of the team on quality and adherence to contract compliance processes
Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.Ensure operational excellence through effective liaising with various depts. Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Prepare and share the capacity planner monthly with the management team providing insight on what to expect, how the team is trending on ASA, shrinkage etc. Constantly co-ordinate with central WFM team for hiring updates and calibration Escalate RTA issues to the Managers, SDLs & Process Head in case of challenges Co-Ordinate with QA's &/or Supervisors for sessions on a daily basis Get updates from training teams on class fulfilment and training Escalate t echnology issues to tech spocs across locations , keeping c lient in loop in case of major tech issues impacting SL Liaison with THD (Transport Helpdesk) & FMG team to ensure smooth flow of transport and on time reporting Inform the THD & FMG teams in case of major transport issues on any routes Update THD & FMG in case of Client Holidays, change in working hours (DST - NDST) for them to plan accordingly Handle transport related issues and employee escalations BCP co-ordination with THD & FMG team to ensure smooth flow of process and a ttend Transport BCP o n request Effective Team Management Resourcing Hire adequate and right resources for the team Talent Management Ensure adequate onboarding and training for the team members to enhance capability & effectiveness Build an internal talent pool and ensure their career progression within the organization Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Stakeholder Interaction Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
SL Leadership
Monthly Interaction & Reporting, Strategy and governance
WFM
Manpower planning, shift planning as per workload etc.
Delivery Lead
Cadence around margins and revenues
Quality
Quality assurance and contract compliance, Process improvements
Transport Helpdesk & FMG
Transport rooster, requests, calendar management
RMAC
Risk compliance
HR
Hiring and employee engagement and retention etc.
IT
Systems and platforms
Talent Transformation Team, Competency Group
Plan and support delivery of Technical Trainings, knowledge sharing
External
Clients/ Customers
Client connect to give updates against project and get feedback on the process. Fix any deviations
Display Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent
Competency LevelsFoundationKnowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
CompetentConsistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
ExpertApplies the competency in all situations and is serves as a guide to others as well.
MasterCoaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
- Behavioral Competencies
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication
Deliver No.
Performance Parameter
Measure
1.
Process & Performance
Zero non-conformance on timelines with respect to the client/ stakeholder requirements
%Metrics met
%deviations
ASA
2.
Client Management
CSAT
Zero escalations
Resolution of escalations
Zero non-conformance incidence
3.
Team Management
Team attrition %, Employee satisfaction score, %technical trainings, %general trainings
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