Manage overall SLA’s, personnel, performance & discipline in the assigned area.
Ability to handle a team of 150 – 200 members / per SPOC ratios.
Establishing and monitoring clear management control, business communication and administrative procedures with the operations team to ensure successful delivery
Provide operational management of the team and vendor management of staffing provider.
Share valuable insight and deliver Customer Experience improvement solutions to the client organization.
Responsible for overall program performance and achievement of objectives at the site level
Provide site operational strategic direction by leading the development and implementation in alignment with the client strategy.
Responsible for verifying the site program is performing key business processes that are critical to delivering the products and services that meet the expectations of end users and clients
Analyze data gathered from multiple touch points (e.g. contact center metrics, transaction monitoring, end user satisfaction surveys) to develop solutions on process changes / improvements to the Customer Experience
Keep Site Leader apprised of contact center performance challenges and Business Unit operational changes
Develop and implement corrective action plans to improve areas of deficient performance
Manage site level budget requirements based on assigned program
Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
Oversight of team – organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities
Responsible for following agreed governance model, escalation & communication plan
To ensure team members achieve agreed standards in relation to their job assignments.
To ensure training of new staff on the corporate policy rules to be adhered to
To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
To monitor and document work schedule of staff and absences.
Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates
Ensure that all audit related issues are brought to a close
Identify and drive continuous improvements and initiatives in process
Coach & mentor Team lead so that they are able to manage their teams better
Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management