Verified Job
Customer Support / TeleCaller
Associate Director Operations VoiceChatEmail Process BPO 1525 yrs
Customer Support / TeleCaller
#259901
Remote / WFH
Job Description
Associate Director - (Voice/Chat/Email) - Operations - Mumbai (Only Female Candidates can apply)
- Responsible for leading the entire program to its maximum potential, drive team performance by creating a high-performing culture
- Responsible for the P&L of the program, driving revenue growth and profitability
- Point of contact for all relationships with CXOs and escalation point for program heads on client side
- Responsible for meeting service delivery of the program, its efficiency, and effectiveness
- Drive improvement of NPS of the program and build strong and sustainable customer relationship
- Foresee risks, be proactive and predictive while developing mitigation plans for the program
- Ensures business continuity strategies, global and local, are established and maintained
- Establishes audit and review procedures to assess adequacy and efficiency of the procedures
- Responsible for identifying all mining opportunities within the program
- Manage multiple geographies and understand the cultural nuances
- Manage through indirect authority and matrixed organization structures
- Exceptional verbal and written communication skills and presentation skills
- Work with all levels across the organization both at the company and with clients
- Provide business solutions for all new RFPs/ RFIs for the program or similar business
- Provide mentorship and development to direct reports and extended teams
- Meet defined quality, customer experience and efficiency requirements
- Identify and drive transformation projects to increase efficiency and delivery
- Align to customer goals and deliver on commitments consistently
- Foresee risks, be proactive and predictive while developing mitigation plans for the program
- Accountable for maintaining a safe and healthy work environment
- Establishes audit and review procedures to assess adequacy and efficiency of the procedures
- Be updated on latest developments and advancements in vulnerabilities and their countermeasures
- Leverage available and new technologies to increase productivity and efficiencies in the program
- Ensure strong employee communications in the program through different forums, employee engagement etc.
- Network with other organizations to maximize best practices. Identifies cost saving opportunities
Key Performance Indicators :
- Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
- Listens to calls and coaches the team to enhance performance.
- Monitors the calls taken by the associates and provides them feedback.
- Interacts with the quality team to seek feedback on the team's performance and team quality scores.
- Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.
- Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.
- Organizes training program for the associates.
- Interacts with other departments like HR and administration to develop and maintain effective rapport
and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
- Holds team briefing and de- briefings before and after each shift.
- Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
- Initiates and administers the rewards and recognition program for the team.
- Organizes the monthly team outings in coordination with the associates and the team members
- Responsible for leading the entire program to its maximum potential, drive team performance by creating a high-performing culture
- Responsible for the P&L of the program, driving revenue growth and profitability
- Point of contact for all relationships with CXOs and escalation point for program heads on client side
- Responsible for meeting service delivery of the program, its efficiency, and effectiveness
- Drive improvement of NPS of the program and build strong and sustainable customer relationship
- Foresee risks, be proactive and predictive while developing mitigation plans for the program
- Ensures business continuity strategies, global and local, are established and maintained
- Establishes audit and review procedures to assess adequacy and efficiency of the procedures
- Responsible for identifying all mining opportunities within the program
- Manage multiple geographies and understand the cultural nuances
- Manage through indirect authority and matrixed organization structures
- Exceptional verbal and written communication skills and presentation skills
- Work with all levels across the organization both at the company and with clients
- Provide business solutions for all new RFPs/ RFIs for the program or similar business
- Provide mentorship and development to direct reports and extended teams
- Meet defined quality, customer experience and efficiency requirements
- Identify and drive transformation projects to increase efficiency and delivery
- Align to customer goals and deliver on commitments consistently
- Foresee risks, be proactive and predictive while developing mitigation plans for the program
- Accountable for maintaining a safe and healthy work environment
- Establishes audit and review procedures to assess adequacy and efficiency of the procedures
- Be updated on latest developments and advancements in vulnerabilities and their countermeasures
- Leverage available and new technologies to increase productivity and efficiencies in the program
- Ensure strong employee communications in the program through different forums, employee engagement etc.
- Network with other organizations to maximize best practices. Identifies cost saving opportunities
Key Performance Indicators :
- Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
- Listens to calls and coaches the team to enhance performance.
- Monitors the calls taken by the associates and provides them feedback.
- Interacts with the quality team to seek feedback on the team's performance and team quality scores.
- Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.
- Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.
- Organizes training program for the associates.
- Interacts with other departments like HR and administration to develop and maintain effective rapport
and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
- Holds team briefing and de- briefings before and after each shift.
- Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
- Initiates and administers the rewards and recognition program for the team.
- Organizes the monthly team outings in coordination with the associates and the team members
