Tech Mahindra is hiring For Manager Opeartions
- Tech Mahindra
- 3 - 8 years
- Pune
- 4 years ago
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Job Description
Manager Operations
JOB TITLE: Manager
DEPARTMENT: Operations
LOCATION: Pune
REPORTS TO: Sr. Manager / HOD Operations
SPAN OF CONTROL: 150 - 200 FTE (Approx. including indirect reportees)
JOB PURPOSE:
The purpose of this job role is to manage skillset performance effectively to meet customer expectations and employee satisfaction index. This role is required for Seamless Operational Management to meet business, schedule and budget objectives.
PRINCIPLE ACCOUNTABILITIES:
I. To manage end to end skillset operations in line with the contact centre objectives OR company plan thereby contributing to business performance improvement: Skill set performance
Plans and implements the Operational Strategy by setting the right objectives for departments
Influences Business Decisions and bring about improvement by passing on Team feedback along with the Voice of the Customer
Ensures that a standardized performance appraisal system is in place and is being completed on time.
Conducting regular performance reviews
Managing & maintaining overall skillset performance
Setting targets, reviewing and maintaining performance
Needs to do the impact assessment on changes initiated or suggested (especially commercial impact) II. Managing Operational Efficiencies in order to ensure Profitability: SLA Efficiency (AHT, Outliers), Attendance
Manages Performance of the department and ensures that all SLA's and targets are met as specified. Develop strategies for continuous improvement ( Changes to improve efficiency ) Manage Budgets/Commercials effectively
Taking decisions on the monthly incentive plan for the skillset
Allocating & managing skillset budgets effectively Skill set Headcount
Forecasts workloads and resources required to manage activities of the department. Assists the recruitment team in interviewing if required and updates them with the profile of people required.
Take decision on headcount requirement based on call pattern and customer needs III. Enhancing employee experience thereby ensuring higher E-sat: Talent management
Develop and manage direct reports
Self Development initiatives Employee Development & Employee satisfaction index
Grooms key individuals in the team through coaching
Communicates with the team in a timely manner (skip levels, appreciation etc)
Addressing Advisor/TC/TL/TOM Grievances
Planning & Executing Employee Engagement & Fun Activities
Maintain effective employee relations at all levels
Conducts town hall meetings and focuses on the needs of employees
Identify Training needs for the floor
Deciding on ways to control attrition for the skillset
Conducting regular 1:1s and annual appraisals Succession Planning
Delegation, empowerment to take decision down the line IV. Managing & improving Customer Experience: Customer Experience
Ensures high levels of Customer Satisfaction
Develop strategies for continuous improvement ( Changes to improve Customer Experience )
Handling customer escalations or providing resolutions which require higher level of authorization
Take prompt, sound and independent decisions while resolving customer issues and need Process Improvements
Manages Change and Continuous Improvement
Identify and facilitate quality/process improvement ideas and projects
Co-ordinates with heads of other departments in CRM to improve processes and seek/provide support required in order to meet objectives.
Deliver team and departmental briefings and ensure key policy directives and relevant information is cascaded in a timely, accurate and informative manner V. Other Responsibilities: Co-ordinates with stakeholders to improve working relationships.
Contributes to the Induction process and helps to induct new advisors into the organization
Works in collaboration with the Quality / Work force planning & HR teams KNOWLEDGE, SKILLS & COMPETENCIES REQUIRED:
Core Skills & Competencies
Business Acumen
Must have thorough knowledge of the products, processes & systems within the company and outside
Must have good knowledge & understanding of compliance & regulatory guidelines to drive contact centre compliance with all quality measures & regulatory obligations
Must have thorough knowledge of company policies, organization policies & guidelines
Must have a clear idea and a fair understanding about the non-negotiables in the contact centre Customer Focus
Consistently place a high value on customers (internal and external) and all issues and factors that relate to customer experience/ stakeholder expectations and needs Ensure delivery of all promises and commitments made to the customers/ stakeholders
Should have the ability to have difficult conversations with stakeholders constructively Functional Skills & Competencies
Planning & Organising
Ability to organize work/ projects/ programmes, set priorities, and determine resource requirements, & determine short- or long-term goals and strategies to achieve them
Ability to manage time and resources efficiently
Consistently monitor progress and evaluate outcomes
Ability to create and implement action plan for improvement - Quality metrics & KPIs
Ability to look outward; takes account of other peoples priorities Analytical Thinking & Decision Making Skills
Clearly defines problems. Considers all the facts and alternatives available. Is willing to make firm and speedy decisions. Demonstrates objectivity and high quality in decision-making.
Ability to establish facts and develop conclusions and recommendations following detailed assessment and analysis
Ability to make, communicate and deploy decisions related to people and processes and to control, monitor and evaluate the effectiveness of the decisions implemented
Ability to make tough and timely decisions on task and people Flexibility/ Resilience
Adapts effectively to changing plans and priorities
Is able to follow a collaborative approach with people at different levels or working style
Is able to cope with highly stressful work environment and difficult stakeholders and demands Achievement orientation
Demonstrates high deadline responsiveness by staying on target to complete goals regardless of obstacles or adverse circumstances
Has an eye for detail Ownership & Accountability for results
Demonstrates ownership for goals. Drives himself and others to achieve desired results.
Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement. Managerial Skills & Competencies
Performance management
Provide consistency in performance expectations and measurement
Conduct analysis of performance metrics of individual team members/ DRs and the entire team as a whole. Create and implement action plan for improvement Leading & Developing Others
Support others through providing clarity, direction and organization purpose
Regularly follow up and hold others accountable for their performance
Understand key motivators of individual Team leaders and leverage these to coach & develop them
Conduct training needs identification for the team and ensure that relevant trainings are conducted for the development of the team Leading change
Is a catalyst for major change
Gets buy-in from seniors. Communicates and listens with empathy to overcome resistance. Sets up systems to hold gains. Communication, Influencing & Negotiating Skills
To work in collaboration with Operations and Continuous Improvement teams by gaining commitment / buy-in to set objectives
To work cross functionally with other teams to share root cause analysis and fix issues by using appeals to reason, data, facts and figures
Persuade people in a positive manner to achieve the desired outcome
Ability to have discussions with stakeholders and team members on discussing realistic timeliness for project/ programme delivery by getting an appropriate buy-in Leadership Skills
Shares a clear vision. Motivates, inspires, influences and pushes people to attain team goals.
Walks the talk and shares credit for success and takes accountability for failures. Coaching & Mentoring
Believes that each individual has unique strengths and talents.
Believes that people can develop their capabilities.
Personally invests time in coaching and mentoring to develop his people. Provide constructive feedback. EDUCATION & EXPERIENCE REQUIRED:
Education
Graduate in any discipline from an accredited institution Experience
Overall 7-10 years work experience for Manager with at least 2 years in an AM role
Excellent track record during past work experience
Proven experience in achieving targets against budget
Proven experience in a People Management and Development
Understanding of the interdependencies between departments to ensure smooth inter department engagement and coordination
Experience in a Customer facing environment
Experience in a multi channel Contact Centre
Experience in a technology or communications background Others
Excellent Communication skills
Good knowledge of MS-Office and desire to explore
Mob- 9619086***
Interested candidate can share their resume on Is************a@te*********a.com
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Operations
Role: Operations
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required, Any Doctorate in Any Specialization
Contact Details:
Company: Tech Mahindra LtdAddress: Spectrum Towers, Gr. floor, Mindspace, Malad (West), Mumbai 400 064.
Location(s): Pune
Keyskills: BPO Team Management International Call Center KPI Monitoring Voice Process Shrinkage Retention Attendance Management Telecom Attrition Management Sales Process Contact Center CSAT Operations International BPO
Tech Mahindra
Hutchison Global Services is the fastest growing international 3rd Generation telecom & multimedia brand owned by the Hutchison Whampoa Group. HGS is currently present in ten countries the UK, Ireland, Italy, Israel, Australia, Austria, Denmark, Norway, Sweden and Hong Kong.
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