Senior Manager- Quality

  • Bangalore
  • 10-15 lakh
  • 6-10 years
  • Views
  • 14 Feb 2017

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

- Complete knowledge of the process procedures & regular updating of the helpdesk database

- Providing floor support

- Handling escalations received from the client

- Ensuring weekly Call calibrations with level 1 support teams & follow up on improvement areas

- Sharing the weekly metrics with the team

- Provide coaching and feedback on associate's performance

- Performing a Training Needs Identification (TNI) for the team and facilitate trainings accordingly.

- Capturing of escalations & reviewing with the agents

- Conducting refresh sessions on process procedures & new services added

- Updating attendance - Daily

- Tracking & managing leaves for associates

- Coordinate with support functions to address the issues raised by associates

- Staffing analysis & preparation of shift schedule

- Conducting One-To-One session with all associates, tracking issues & concerns raised - forwarding the details to respective department

- Coordinate with voice coach & identifying the training needs for associates

- Nominating associates for various training programs

- Identifying the career aspirations & grooming associates for the next level

- Metrics Management

- Preparation of reports as mentioned below

- Process dashboards - Weekly

- APR sheet - Weekly

- Individual metric presentation for internal review - Weekly

- Transaction status Reports - Daily

- Agents stack analysis & assistance - Daily

- Continuous monitoring of helpdesk stack & mailbox

Hands on experience in maintaining Operations documents like Key Performance Indicators (KPIs), Actual Performance Report (APR), Delivery Plan (DP)

- Ability to analyze performance reports and formulate actionable based on same

- Proven experience to independently identify and execute process optimization using Kaizen, Six Sigma and Lean Prepare & maintain Monthly, Quarterly and Yearly reports/presentations for the process to the Organization

- Motivate team by implementing and following up on employee involvement schemes like suggestion schemes, internal events, compliance to 1-1 sessions, counseling & mentoring and cascading corporate communication to team

- Device personal development plan for the team members

- Identify opportunities for value ads and Identify, initiate and execute them

- Interact with HR to ensure necessary staffing anticipating attrition and ensuring continuity

Applicant's Specifications & Qualification:

- 3-5 years- experience in Service desk processes

- ITIL Foundation certified

- Green Belt certified

- Good communication skills - Written & Verbal

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