Location
Ranchi | India
Job description
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
- Selecting, training, developing, and managing performance of direct reports and their associates- including planning and assigning work for staff in accordance with the organization s policies and applicable legal requirements
- Manage and review operational reports (Attendance, Attrition, Schedule adherence, Client scorecard, Metrics management reports)
- Create and maximize relationships with client partners
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance standards
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
- Attend business reviews with the client
- Handle a team of team leaders
Key skills knowledge:
- Call center experience preferred
- Must have 7+ years experience
- Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
- Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
- Work well under pressure and follow through on items to completion while maintaining professional demeanor
- Excellent oral and written communication skills. Ability to effectively present information to internal and external associates
- Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
- Demonstrated ability to mentor, coach and provide direction to team members
- Willingness to work in a flexible schedule
Educational Qualification: Graduate and Postgraduate
Job tags
Salary
