Project / Delivery Head – Operations

Job Title: Project / Delivery Head – Operations

Location- Noida, UP

Full Time/ Permanent

Department: Operations

Reports to:   Head Operations

Span of Control:  600 FTE’s

Positions reporting into this role: Operations Heads, Training, Quality, IT, HR, Administration

Job Description:

Primary Responsibility:

Operations

The Project / Delivery Head, Operations is the immediate head of business, directly responsible to manage the complete operational workforce at the business location. An ultimate  point of contact for managing, supervising and controlling, customer service associates, who are responsible for ensuring the highest level of service for our clients; promoting development, growth and providing leadership that promotes and encourages teamwork. Manage a large team comprising of Operations Heads,  Shift In Charge and Team leaders with 2000 plus associates for a voice / non voice Relationship management with clients and handling escalations for quick resolution. Client coordination. Service delivery (24 X 7 Operations). Achieving operational efficiencies & targets. Ensuring high level of quality deliverable & customer satisfaction. Analyzing MIS reports to capture trends and process improvements. Scheduling and optimization for better customer services associates services utilization. Change management through coaching and mentoring. Training need analysis. Reward and recognition for employee motivation. Appraisals, retention and recruitment. Performance management for higher performance and regular reviews with the teams. Coordination with support departments and other functions. Process improvement and implementation. Ensure SLA compliance by regular quality checks and reviews.

Review key MIS, identify areas of non-compliance & evaluate options to address the same. Lead involvement in Cross functional initiatives/projects. Identify process improvement opportunities and champion them as PE Projects. Identify potential issues that may arise in the performance matrix of a process & tackle the same on a proactive basis. Ensure that action is taken on the gaps identified by the Internal Audit team and are bridged at the earliest. Evaluate and compute the FTE + Bench ratio on a process-by-process basis .Ensure adequate staffing based on process requirement, attrition trends, process complexity etc. Front-end with the client on all process related issues including negotiation on SLAs. Interact with the client on a regular basis to determine the level of satisfaction & ascertain areas of potential dissatisfaction. Manage customer relationships on an on-going basis .Provide input required for attracting potential customers. Determine staffing requirements on a continuous, proactive basis & develop a plan to fulfill the same. Resolve all people issues escalated by the Manager, determine their satisfaction levels & identify means of positively impacting the same. Appraise each Team Leader, create a development plan and identify training needs. Demonstrate strong Customer Service ethic in the team through active communication, regular updates & meetings. Develop leaders and teams that can shoulder high levels of responsibility by coaching, mentoring and motivating. Identify capability gaps & ensure that the resources required to bridge the same are provided. Develop career paths for key positions within the department. Act as a role model & ensure high levels of accessibility for employees at all levels. Escalate issues that have larger organizational impact in a timely manner. Provide input for organizational policies and procedures. Ensure that there are contingency and back up plans in place. Work with the HR Team on rolling out Performance Management Programs, HR Policies, retention plans, etc.

% Of time spent (Must add up to 100%) - Task/Accountability- Operations

60%-

•          Ensure employees have a clear understanding of  company’s business goals, performance expectations

•          Promotes an effective working environment

•          Provides leadership while coaching CSA’s to improve skills and ability

•          Conducts root cause analysis to identify performance improvement areas

•          Provides continuous feedback in the areas of recognition, corrective action and succession planning

•          Monitors a minimum of 10 calls per CSA per month (exact number will vary by process).

20%-

•          Building team cohesiveness through staff meetings, team goal setting and brainstorming

•          Working with the Training team, responsible for the development of CSA’s including on the job training, motivation and coaching to reinforce required skills.

•          Creates and implements incentives to inspire the achievement of set goals.

•          Responsible for follow up and resolution to CSA issues.

15%

•          Responsible for the daily operation and productivity of assign projects

•          Consults with HR on matters of recruiting, hiring, corrective action and discharge

•          Administers company’s policies and procedures consistent with sound judgment and an element of fairness.

5%

•          Works on other projects as requested.

QUALIFICATIONS/EXPERIENCE/KNOWLEDGE-

10-12 years of Tele Sales experience, in a call center environment. Must be a Graduate in having additional exposure at the post graduation level in business management.  Must have relevant experience in E-commerce Domain / Customer Service operations with an organization of repute, with substantial experience in managing complex and diverse teams, and business portfolios. Must have sound understanding of the Profit and Loss Operations of the business operations.

SKILLS:

Client & Customer Focus

•          Solid work experience with Customer Service, Support or Sales (as relevant)

•          Proactively works with customers to establish rapport

•          Demonstrates knowledge and understanding of products and services available to the customer

Working with Others

•          Supports colleagues by helping on customer contacts within area of expertise

Is punctual at all times, recognizing the importance of this to colleagues & the smooth running of the team

•          Passes on useful information to team

Developing Others

•          Encourages and helps others to improve performance in line with business goals

•          Gives on the job coaching and developmental support

Confidence & Communication

•          Communicates effectively & comfortably in writing and verbally with internal & external customers

•          Adapts communication style to the customer

•          Presents a professional, friendly and caring image to the customer

Performance Focus

•          Consistent in delivering customer standards and service levels despite repetition of task

•          Tracks results and achievements against plan

•          Maintains quality customer handling of calls despite difficult nature

Leading Others

•          Excellent time management and organizational skills

•          Provides clear direction that others follow whilst being proactive, enthusiastic, motivated, and flexible

•          Takes action to make individuals and a team more effective

Solving Problems

•          Ability and aptitude to recognize potential problems, unfavorable trends, and areas of weakness before they materially impact the operations and/or create an unfavorable impression on the client

•          Evaluates alternative solutions to problems

Change Focus

•          Responds positively to changing requirements or team changes

•          Accepts and adapts to the changing environment

Influencing Others

•          Uses logic to persuade

•          Plans and tailors an influencing approach

(Please mention NCRJobs.in for reference)

(Please mention NCRJobs.in for reference)

Location : Noida, UP

Address : Noida, UP