Job Description

Essential Skills

1. Drive culture and complience in the team
2. Responsible for the end-to-end operations delivery
3. Acts as an interface between the client team and operations delivery team for any day-to-day issues in operations
4. Be part of SLA discussion and ensure adherence to SLAs and improve operational performance
5. Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc
6. Provide coaching and feedback to team members to enable them to improve their performance
7. Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
8. Drive reward and recognition activity on the floor
9. Client management and drive client feedback
10. Ensure compliance with internal policies and procedures, external regulations and information security standards
11. Liaise with sales and solution design team to grow the account in similar lines of business
12. Create a workforce requirement plan for the engagement when the team is growing and future business is expected
13. Hold appraisal for Team and Team leaders in the Hierarchy
14. Drive people initiatives and drive reduction of attrition and Shrinkage
15. Monitor and drive Revenue management for the process
16. Accountability and ownership of multiple workflows, ensuring successful delivery of quality, productivity, SLA, and business

Roles And Responsibilities

1. Strong Interpersonal & people management skills with good problem solving approach.
2. Need to handle a span size of 50 - 100 HC.
3. Should possess knowledge in GIS (Geographic Information).
4. Should be able to drive the team Audits & Compliences.
5. Should have atleast 18 months of experience in Geographical Information System(GIS) domain.
6. Good Interpersonal & people management skills with good problem solving approach.
7. Excellent verbal & written communication & presentation skills.
8. Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction.
9. Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools.
10. Excellent analytical skills for MIS, number crunching & reporting to internal & external customers, problem-solving, decision-making & management skills.
11. Ability to exercise managerial judgment and perform as a mentor.
12. Ability to handle stressful situations / Should have patience and not be overawed by difficult situations / Situation handling skills.
13. Leadership skills / Team Management Skills.
14. Knowledge of Client and end user requirement (Before starting floor management).
15. Basic understanding and ability to trouble shoot issues and implement change as needed.
16. Basic knowledge of forecasting and scheduling techniques, operation policies and procedures and MIS.
17. Ability to drive results against SLA performance indicators.
18. Flexibility to work on any shift and should be able to work from office as business requirement. 

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Do

• Ensure process is executed as per the client contract

  • Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes
  • Prepare notes from the huddle meetings and share it with the team
  • Prepare and share the performance data of the team with the client at the end of the shift
  • Interact with the client and prepare note to share updates and changes with the team
  • Review the performance on the key process metrices and conduct RCA to improve quality parameters
  • Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
  • Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
  • Be part of the discussion between manager and WFM team on forecast and number of agents required
  • Organize fun hours on Friday for the team to promote team engagement
  • Identify opportunities for automation within the account and share it with the manager
  • Provide details and data to the automation team to support the automation initiative

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• Drive performance of the team on the identified metrices of the process 

  • Review last 6-8 weeks performance data (RAG) and identify low performers
  • Provide feedback and coach the outliers/ low performers to improve their performance metrices
  • Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
  • Handhold the employees on performance on process and monitor for improvements
  • Identify training needs for new joiners especially and track their daily progress
  • Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end

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• Stakeholder Interaction & Management 

  • Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
  • Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
  • Participate in monthly review meetings with Account Delivery leadership  updating them on the status and progress of the account
  • Work with quality team to ensure the quality improvements as per the delivery standards of the contract
  • Provide timely assistance in case of an escalation and support resolution of escalations/ issues 

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• Effective Team Management

• Resourcing

  • Hire adequate and right resources for the team 
• Talent Management
  • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition 
  • Drive diversity in leadership positions

• Performance Management

  • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team

• Employee Satisfaction and Engagement

  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team