Skills Required
- Support management focus on review of key drivers metrics and operational processes that drive KPI results
- Demonstrate commitment to program internal customer satisfaction
- Strategizing and presenting Process improvement strategy
- Managing client governance
- Achieves department objectives by managing staff planning and evaluating department activities
- Interacting with multiple level of leadership across functions verticals.
Job Responsibilities -
- Take ownership of the accuracy and timeliness of WFM reports that are published for e.g. Login Details Schedule Break Patterns Overtime planning Hiring plan
- Identifies the need to escalate specific issues related to WFM and follow through where necessary.
- Maintain the confidentiality security privacy and integrity of the operations WFM in accordance with the requirements of the business.
- Required to comply with any client and process updates internal external for accurate tracking of performance and data.
- Prepare and attend weekly monthly Quarterly meetings with the client.
- Liaise with other departments both internal and external to Teleperformance.
- Sharing relevant WFM information with other departments as and when required.
- Maintaining Headcount data Attrition data incentive data Creation Deletion of process specific IDs for all levels
- Analyses productivity metrics and inquiries into the causes of slippages
- Managing multiple operations Business units across multiple locations
- Communicating with clients and evaluate their needs.
People And Culture
- Assist other team members who are new to the process.
- Works on feedback shared by Operations Clients for Self and team
- Provide inputs through forums to improve work procedures that can enhance overall team performance processes product and team culture.
- Work effectively and cohesively in a team environment with all departments and foster a positive work culture.
- Takes accountability of individuals performance and improvement measures
- Being adaptable to change and able to handle pressure
- Address any problems grievances with the Team member that may have a bearing on productivity or efficiency.
Critical Competencies
- Responsible for managing FTE delivery.
- Ability to prepare analytical insights basis the monitoring data.
- Should be good in Analytical Thinking Reasoning and Decision Making
- Good communication skill and like to interact with people verbal and written.
- Knowledge of reporting data management
- Providing timely feedback update to Management regarding performance of the process and improvement areas
- Support management focus on review of key driver\'s metrics and operational processes that drive KPI results.
- Reviews floor statistics and provides suggestions and resolutions for maximizing customer experience and Operational metrics.
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