This position has been filled
Overview
Key Responsibilities:
Project & Client Management
- Responsible for managing operations (6-8 customers/projects) seamlessly with timely SLA delivery along with maintaining high levels of employee engagement and customer satisfaction
- Establish & Manage Relationships / Engagement with customers
- Responsible for following agreed governance model, escalation & communication plan
- 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 providing updates
- Ensure that all compliance & audit related issues are brought to closure as per agreed timelines
- Identify and drive continuous improvement initiatives
- To be the Key contact for all problems and queries for all internal and external customers
- Working with MIS closely – Forecasting future volumes and average handle times to arrive at a capacity plan. Proactively identify staffing gaps
- Conduct analysis and prepare analytics/reports based on requirement (internal and client)
- Must have good knowledge of Work Management tool – JIRA
- Must understand concept of Stakeholder management
People and Performance Management
- Organize resources, sets goals, strategize with management and client on a short and long term basis
- Performance management: target setting, review against target, performance monitoring, coaching and training as required
- Meeting the administrative requirements and adherence to the HR /other company policies (leave management, attendance, floor discipline, etc.)
- Maintain a close communication /interaction with the team members in a consistent and meaningful manner to ensure that the attrition is under control on a consistent basis
- To ensure contingencies are in place to maintain business continuity with minimal disruption in times of annual leave/sick leave/study leave/attrition/promotion/movement
- Coach & mentor Team leads/Managers and create a healthy pipeline of future leaders
- Collaborate with internal teams and BPO managers
Job requirements:
- Education: Bachelors degree.
- Experience: 4+ years of work experience
- Good communication skills