01Responsibilities
Operational Responsibilities Manage Operations from process & measurement standpoint Maintain regular communications with team on departmental and individual level performance expectations Work with client/BAE/Onshore team to define process and procedures Set and assess representatives performance expectations and performance, and create individual action plans and provide constructive feedback on performance to individuals on a regular basis Conduct briefings and team meetings for team status updates, Process updates, policy and procedures change, etc. Ensure performance and attendance issues and addressed promptly and consistently. Assist with scheduling and forecasting of staff to maintain optimal service provided Develop reward and recognition programs for teams Manage escalated customer enquiries / complaints Strong analytical and data management skills Analyze and propose process improvements consistently Strong focus on people Share best practices across the process & facilitate process improvements/cost reduction initiatives Interact and build a rapport with the respective onshore people and other stake holders to effectively manage process changes / metrics Drive Operational excellence Commercial and Financial Responsibilities Provide high quality helpdesk services to the Client, ensuring that contractual Accenture Service Levels and service obligations are met for the work within scope of the role Identify opportunities to improve quality of operations Enhance knowledge of clients products and services within contact center Optimum Resource utilization & workforce planning Main Accountabilities People Management Responsibilities Direct reports: Level 13 to 11 Strong leadership and management ability Determine training needs for the team members Coach individuals on performance improvement tactics while providing positive feedback to those performing above expectations. Client Customer Responsibilities Client Relationship Building Drive productivity in the respective process Managing day-to-day operations based on SLAs Ensures seamless delivery of services and manages all aspects of operational team Call handling skills (handling complex & escalated calls) Coaching skills Supports Client organization, both on-shore and off-shore Teams, Customer Relationship team and retained client organization 24*7 Flexible to Travel onshore if required Able to work on a flexible basis as determined by the business needs .
