ROLES AND RESPONSIBILITIES

Project Excellence

• Liaising with clients to identify and define project requirements, scope, and objectives
• 100% or Number of recorded Team Productivity based on Actual Production against defined target
• 100% delivery of project within schedule, effort with minimal variance as per signed off project plans defined in operations requirements and client agreement
• Number of accomplished daily assignments as per contracted projects i.e. Team hourly performance etc
• Number of adequate closures of escalated client queries resolved within defined SLAs
• 100% adherence to shift management rotter to deliver project as per operations requirements
• 100% of Productivity met as per monthly target for assigned projects
• Complete, prompt, error free periodic comprehensive project documentation, plans and reports
• 100% Support in billing process

Customer Satisfaction

• TAT of delivered tasks/projects within set SLAs
• Score of CSAT of 4 out of 5 as per feedback forms
• Number of client value addition opportunities demonstrated to ensure up sale or cross selling for purposes of improve quality of work i.e. quality score and number of recommendations in MBR, Ops Review/ISO review
• Zero escalation from clients
• Client retention %
• Number of increased billable seats per month

Resource Management

• 100 % Team Attendance as per schedule
• Number of team capacity building, coaching, mentorship/job shadowing of resources to optimize productivity at all times
• Minimum of 4% attrition rate of resources allotted within a project
• Number of visible praises to team on productivity matters
• Quality of feedback from direct reportees regarding clarity of role, assignment delegated and engaging conversation that drives improvement and productivity within team

Governance

• Professional usage of company systems ie skype, internet, social media
• No of reported breach of Company policies

Individual Stretch

• Proactiveness and owning the tasks and deliverables
• Problem Solving Eg Number of Visible contribution to resolution of critical problems issues faced throughout the project/product lifecycle (Number of issues/risks identified)
• Communication with stakeholders Zero communication gap among the stakeholders (max 2 issues during product mapping based on client requirements)
• Number of fresh approaches ideas introduced (Number of innovative ways to reduce overall project cost and timelines, increase customer satisfaction)
• No of active team learnings initiated and/or participated per annum.
• Visible team learning circles and knowledge sharing on platforms and further forward thinking on project competencies weekly
• Number of innovative ideas shared and implemented per annum within assigned processes to improve productivity matrices
• 100% compliance to SLAs, Severity levels timelines, procedures and processes of project schedules and work schedule attendance

PERSON SPECIFICATION

Academic Qualifications

• Bachelor’s degree in Business or related field.

Experience Requirement:

• Minimum 5 Years’ experience in call center management.
• Experience in managing a team of people managers
• Good understanding of call center KPI’s and SLA’s
• Written and verbal communication Skills

• Liaising with clients to identify and define project requirements, scope, and objectives
• 100% or Number of recorded Team Productivity based on Actual Production against defined target
• 100% delivery of project within schedule, effort with minimal variance as per signed off project plans defined in operations requirements and client agreement
• Number of accomplished daily assignments as per contracted projects i.e. Team hourly performance etc
• Number of adequate closures of escalated client queries resolved within defined SLAs
• 100% adherence to shift management rotter to deliver project as per operations requirements
• 100% of Productivity met as per monthly target for assigned projects
• Complete, prompt, error free periodic comprehensive project documentation, plans and reports
• 100% Support in billing process
• TAT of delivered tasks/projects within set SLAs
• Score of CSAT of 4 out of 5 as per feedback forms
• Number of client value addition opportunities demonstrated to ensure up sale or cross selling for purposes of improve quality of work i.e. quality score and number of recommendations in MBR, Ops Review/ISO review
• Zero escalation from clients
• Client retention %
• Number of increased billable seats per month
• 100 % Team Attendance as per schedule
• Number of team capacity building, coaching, mentorship/job shadowing of resources to optimize productivity at all times
• Minimum of 4% attrition rate of resources allotted within a project
• Number of visible praises to team on productivity matters
• Quality of feedback from direct reportees regarding clarity of role, assignment delegated and engaging conversation that drives improvement and productivity within team
• Professional usage of company systems ie skype, internet, social media
• No of reported breach of Company policies
• Proactiveness and owning the tasks and deliverables
• Problem Solving Eg Number of Visible contribution to resolution of critical problems issues faced throughout the project/product lifecycle (Number of issues/risks identified)
• Communication with stakeholders Zero communication gap among the stakeholders (max 2 issues during product mapping based on client requirements)
• Number of fresh approaches ideas introduced (Number of innovative ways to reduce overall project cost and timelines, increase customer satisfaction)
• No of active team learnings initiated and/or participated per annum.
• Visible team learning circles and knowledge sharing on platforms and further forward thinking on project competencies weekly
• Number of innovative ideas shared and implemented per annum within assigned processes to improve productivity matrices
• 100% compliance to SLAs, Severity levels timelines, procedures and processes of project schedules and work schedule attendance

• Written and verbal communication Skills

• Bachelor’s degree in Business or related field.
• Minimum 5 Years’ experience in call center management.
• Experience in managing a team of people managers
• Good understanding of call center KPI’s and SLA’s