Posted Mar 08, 2019 2 views
· Assist Senior Manager Operations business operations and determine strategies by performing needs assessments, performance reviews, capacity planning and establishing production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
· Maintain and improve contact center operations by monitoring operational & campaign performance, identifying and resolving problems, preparing and completing action plans, managing system and process improvement and quality assurance plans.
· Evaluate and review performance of team leads and evaluations of subordinates for fairness and consistency in accordance with established guidelines and procedures.
· Ensure effective traffic management through adherence on the floor.
· Guide and monitor Team Leader in achieving client defined daily KPI's.
· Promote a conductive working environment for all employees and ensure discipline on the floor.
· Demonstrate excellent leadership and people management skills to develop and train staff to deliver world class service to client.
· Ensure that Team Leads and staff are equipped with updated knowledge to deliver right solutions to the customers.
· Shall keep the staff motivated, energetic and result oriented to keep the attrition numbers below than 5%.
· Shall suggest process improvements to client and firm to add value.
· Prepare contact center performance reports by collecting, analyzing, and summarizing data and trends.
· Provide details to Project Manager regarding frequent complaints and common problems received from client’s end.
· Develop and ensure effective and efficient communication channels with client to meet pre-defined SLAs.
· Develop and ensure effective and efficient communication channels amongst his teams to achieve the targeted quality level.
· Assist in implementation and maintenance of highest level of quality assurance systems within the contact centre.
· Maintain record of the performance of his team leaders and deliver performance appraisals periodically.
· Ensure that all the Agents / Team Leads on floor are fully updated with all the information sent by Client and relevant stakeholders.
· Present the monthly comparative analysis report to the team and floor performance and action plans for improvements.
ISMS Responsibilities
· Ensure information security, legal and contractualcompliance within operations through awareness and trainings of their teams.
· Communicate IS related issues and IS incidents to Senior Management.
· New and existing information in soft form or hard form is classified, labeled, controlled and secured as described in the appropriate IS procedures.
· Utilize the authorizations and accessibilities provided in compliance with ISMS requirements by following policies and through use of procedures and guidelines available.
· Perform / Support Risk Assessment process and ensure Risk Treatment and Business Continuity implementation and plans within their area of operations.
· Ensure that their teams follow acceptable usage of assets and services guidelines.
· Ensure that all violations are reported immediately to relevant authorities for appropriate on-time actions (inclusive of disciplinary actions).
Job Details
Abacus Consulting
For over 23 years, Abacus Consulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools. The business value offered by Abacus Consulting has a deep scale, is industry focused and technology driven with a world class delivery capability. We help clients transform their businesses and be the market leaders. We offer a wide range of products and services, including strategy consulting, privatization and public-private partnerships, mergers, acquisitions and divestitures, business advisory services, sector search and research, environmental advisory services, SAP implementation and education, enterprise performance management, supply chain & operations management, application development and management, mobile applications, business process outsourcing, organization design and development, HR surveys, change management and HR functional solutions./p
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