Deputy Group Manager

  • Visakhapatnam
  • 10-16 lakh
  • 8-11 years
  • Views
  • 16 Mar 2017

  • Business Analytics

  • BPO/ ITES/ Call Centers
Job Description

- Provide Training and quality support, development of metrics and dashboards in line with customer requirements

- Ability to lead a team of Managers to drive process training, soft skills training and sales trainings across voice and data processes in the domestic space

- Standardize and deploy key components of Transaction Monitoring framework across all processes and sub queue

- Drive robust action planning and interventions to meet and exceed client metrics Strengthen Transaction monitoring and Training quality management processes/framework to improve functional performance

- Should have experience in managing Clients at various hierarchy levels to effectively understand and deliver on client expectations

- Ability to get out of the box ideas and Process Improvement Initiatives in the process

- Should drive Process Control & Compliance in addition to managing Audit requirements, Should ensure Knowledge consistency through means like PKTs, calibrations, Quizzes,

- D-Sat Scrubbing etc

- Should have persuasive, collaborative and influencing skills

- Strong interpersonal skills to manage client expectations/engagements effectively Strong Process Knowledge and Compliance to Multiple Audit Postures

- Certified & Trained on Black Belt (Green Belt certification is MUST, Black Belt certification is desirable)

- Demonstrated success in Transactional Quality

- Exposure to different improvement frameworks like Six Sigma, Lean

- Thorough knowledge of MS office tools like Power point and awareness of BI tools such as SPSS, project, excel are critical for the job

- Strong communication & facilitation skills

- Strong analytical skill & ability to work with huge volume of data using statistical tools Flexible approach to tackling projects Good team player

- Good Presentation skills

- Drive continuous improvement program across processes

- Analysis of utilization, efficiency and available data for the process

- Undertake detailed process improvement studies and up skills the team members Mentor Green Belt/Yellow Belt projects

- Drive culture of continuous improvement

Competencies/Skill sets for this job

Analytical Six Sigma Green Belt Statistical Audit Training

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