A company is looking for a
Vice President Contact Centre to manage voice operations in Noida for the company through team managers across multiple sub units within voice operations managing c75 billable FTEs and supervisory support staff across voice business clusters with multiple stakeholders, including contribution to automation & transformation as relevant.
Responsibilities
- Ensure Service Level Agreements for the process are met as agreed upon with the client.
- Identify causes for non-achievement of Service Level Agreements, develop solutions and implementing the same. Review and analyse performance reports against targets on a weekly/monthly basis with Team Managers and with stakeholders and investigate causes for performance deviations.
- Ensure process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery,; monitor compliance adherence through timely audits, generating awareness on the floor etc.
- Manage performance of individual teams through performance management techniques, career planning strategies and sharing of best practices.
- Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics and reports) and recommend solutions; ensure maintenance of processes and procedures to facilitate the same.
- Responsible for attrition management and arranging for backfills on a timely basis, develop strategic & tactical plans to identify, analyse and effectively respond to clients needs, emerging trends and best practices.
- Responsible for staff performance, management, compensation and rewards & recognition programs, attend daily huddle with team managers to be updated on all the floor issues concerns; set KROs for the team managers and ensure KROs are aligned to the client SLAs and the overall organizational goals.
- Drive quality and process improvement initiatives such as Six Sigma/Lean to ensure continuous improvement. Provide reports on the process metrics and employee performance to the Top Management.
- Conduct regular meetings with the support teams namely, Rewards, Risk & Governance, Transition/Projects & Technology to ensure that the internal SLAs are met and the business remains compliant.
- Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews. Stimulate interest in tasks, activities and objectives by setting interesting and achievable tasks.
Requirements
- Graduate in any discipline .
- Demonstrated team handling skills, preferably in a Banking environment.
- Excellent track record during past work experience.
Skills that will help you in the role:
- A good understanding of Contact Centre business processes and operating procedures.
- Good knowledge & understanding of relevant legislation, Regulatory and FCA guidelines.
- Ability to communicate & execute complex initiatives to achieve desired results.
- Ensure smooth functioning of the process and compliance to procedures and policy guidelines.
- Ability to formulate long term plans for the development and motivation of the team.
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