Job Description

Role Purpose

The purpose of the role is ensure all incoming non-voice (email) queues for all clients/accounts are responded to and resolved within the Average Speed of Answer (ASA) and per contract, through effective inventory management, capacity planning, skilling and reporting.  
 

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Ensure process excellence through effective inventory management, capacity planning & skilling 

1.Inventory Management

• Access the client tool and pull out daily queue inventory for the particular day 
• Manually segregate queues as per skill, department, region and assign the same to agents trained on the particular skill 
  Ensure appropriate resource planning/mapping for all queues as per skill
• Manually assign queues during every interval and document the same for reporting (for each skill and region)
  Check shrinkage numbers for each site and highlight the same to site leads
• Close and report the daily queue (Ensure 0 staffing at logout, no calls on hold at logout, NOC calling to confirm Queue closing for the day)

2.Capacity Planning 

• Conduct effective resource planning as per daily inventory numbers and skills, to maximize the productivity of resources 
• Monitor resource planning and fulfilment in line with account requirements, skills, region and costs of delivery 
• Manage and plan monthly resource allocation as per the monthly forecast shared for each region by the client

3.Skilling 

• Optimize manpower and minimize leakages by effectively reskilling and mapping as per inventory shared by client (daily and monthly)
• Conduct the skilling exercise every interval to ensure the emails are assigned to agents with relevant skills 
  Maximize productivity by ensuring cross training of resources on multiple skills in case of shortage caused to holidays or absenteeism 
• Ensure retention by offering relevant trainings and certifications of all allocated resources 
• Update site leads on hourly progression, ASA updates on each location, SLA compliance etc. 
• Ensure all SLA parameters are met in the account and maintain a green card at all times
• Maintain daily attendance and commitment trackers for all accounts in every department and region
• Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
• Lead and manage escalations, potential risks or early warning signs with client and relevant stakeholders to eliminate any revenue leakage
   

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Focus on client centricity through effective client interaction, report management and contract compliance

1.Effective Client Interaction 

• Interact with client on a daily basis updating them on the progress against the inventory volumes
• Engage with client on volume distribution on a daily basis 
  Conduct and lead daily workforce planning calls with clients 
  Connect with client and on ASA waivers and capacity updates for additional business
• Connect with clients on getting approvals for overtime in case of absenteeism and/or shortage of resources
• Liaise between the customer and internal teams on escalations of serious issues and queue
• Interact and engage with the client to communicate and update progress against team progress on a daily/weekly/monthly basis
• Accurate, relevant & timely reporting to client and senior stakeholders 
• Share daily, weekly and monthly dashboards with clients updating progress against SLA, volumes, queues, closure time etc.
• Prepare and share the AHT Tracker (Half Hourly) to the Managers
• Prepare and share dashboard containing all SLA’s , KPIS, every single metric on a daily basis with Account head/site head 
• Share the customer satisfaction report with supervisors daily
  Prepare and share the relevant quality report with quality team
• Modify reports as per the change in process or process requirement
• Train direct reports on various reports to cater to ad hoc report requests from various teams
• Regular cadence around contract compliance
  Evaluate performance with key metrics (accuracy, ASA, customer service metrics etc.) 
• Set direction for the team, track progress against targets through regular cadence calls and course correct as required
• Drive the focus of the team on quality and adherence to contract compliance processes
• Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed 
• Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.
  
   

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Ensure operational excellence through effective liaising with various depts.

• Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
• Prepare and share the capacity planner monthly with the management team providing insight on what to expect, how the team is trending on ASA, shrinkage etc. 
• Constantly co-ordinate with central WFM team for hiring updates and calibration
• Escalate RTA issues to the Managers, SDLs & Process Head in case of challenges
• Co-Ordinate with QA's &/or Supervisors for sessions on a daily basis
• Get updates from training teams on class fulfilment and training
• Escalate technology issues to tech spocs across locations, keeping client in loop in case of major tech issues impacting SL
• Liaison with THD (Transport Helpdesk) & FMG team to ensure smooth flow of transport and on time reporting
• Inform the THD & FMG teams in case of major transport issues on any routes
• Update THD & FMG in case of Client Holidays, change in working hours (DST - NDST) for them to plan accordingly
• Handle transport related issues and employee escalations 
• BCP co-ordination with THD & FMG team to ensure smooth flow of process and attend Transport BCP on request
   

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Effective Team Management

1.Resourcing

• Hire adequate and right resources for the team 

2.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

3.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

4.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