Assists and supports the DGM- Operations in planning, organizing, executing and
achievement of production goals and targets.
Provides necessary inputs to the Operations Head on bandwidth, connectivity,
database functionality and reporting.
Responsible for optimal/ cost effective scheduling and smooth running of the
production shifts.
Schedules periodic meetings with the team and QA team to review performance, audit reports and discuss any corrective measures needed/ initiated because of any
Implement Process Improvements, coordinate with the Quality improvement team to build effective audit mechanisms & procedures to improve the overall service quality.
Implement productivity improvement through Six Sigma Techniques (Quality).
Maintain staffing and scheduling of department personnel to provide quick response to customer calls.
Actively involve self towards building a culture conducive for employee
Develops and guides the work structure and workflow, studies and standardizes
procedures to improve efficiency and effectiveness of operations, assigns duties and examines work for accuracy, and conformance to policies and procedures.
Supervises and coordinates the activities of Assistant Managers and Team Leaders to
ensure prompt, courteous and accurate response to customers; ensure an efficient and
qualitative operation through effective planning, leading, controlling and organizing.
Key Performance Indicators:
Individual and team KPI’s metrics
Customer Satisfaction
Employee Engagement and Talent Development
Business Transformation
Experience
Critical:
Graduate in any discipline
Overall 10 plus years in the industry & 4-6 years experience in a Managerial role
Excellent knowledge of MS Office and especially 'Excel'.
Highly Desirable:
Experience in Web -chat process will be an added advantage
Experience in Managing total span of 125 – 150 FTE’s