Assistant Manager - Operations at Technobrain

ROLES AND RESPONSIBILITIES


Project Excellence
Liaising with clients to identify and define project requirements, scope, and objectives
100% or Number of recorded Team Productivity based on Actual Production against defined target
100% delivery of project within schedule, effort with minimal variance as per signed off project plans defined in operations requirements and client agreement
Number of accomplished daily assignments as per contracted projects i.e. Team hourly performance etc
Number of adequate closures of escalated client queries resolved within defined SLAs
100% adherence to shift management rotter to deliver project as per operations requirements
100% of Productivity met as per monthly target for assigned projects
Complete, prompt, error free periodic comprehensive project documentation, plans and reports
100% Support in billing process
Customer Satisfaction
TAT of delivered tasks/projects within set SLAs
Score of CSAT of 4 out of 5 as per feedback forms
Number of client value addition opportunities demonstrated to ensure up sale or cross selling for purposes of improve quality of work i.e. quality score and number of recommendations in MBR, Ops Review/ISO review
Zero escalation from clients
Client retention %
Number of increased billable seats per month
Resource Management
100 % Team Attendance as per schedule
Number of team capacity building, coaching, mentorship/job shadowing of resources to optimize productivity at all times
Minimum of 4% attrition rate of resources allotted within a project
Number of visible praises to team on productivity matters
Quality of feedback from direct reportees regarding clarity of role, assignment delegated and engaging conversation that drives improvement and productivity within team
Governance
Professional usage of company systems ie skype, internet, social media
No of reported breach of Company policies
Individual Stretch
Proactiveness and owning the tasks and deliverables
Problem Solving Eg Number of Visible contribution to resolution of critical problems issues faced throughout the project/product lifecycle (Number of issues/risks identified)
Communication with stakeholders Zero communication gap among the stakeholders (max 2 issues during product mapping based on client requirements)
Number of fresh approaches ideas introduced (Number of innovative ways to reduce overall project cost and timelines, increase customer satisfaction)
No of active team learnings initiated and/or participated per annum.
Visible team learning circles and knowledge sharing on platforms and further forward thinking on project competencies weekly
Number of innovative ideas shared and implemented per annum within assigned processes to improve productivity matrices
100% compliance to SLAs, Severity levels timelines, procedures and processes of project schedules and work schedule attendance


PERSON SPECIFICATION

Academic Qualifications


Bachelor's degree in Business or related field.


Experience Requirement:


Minimum 5 Years' experience in call center management.
Experience in managing a team of people managers
Good understanding of call center KPI's and SLA's
Written and verbal communication Skills