CO - Data Scientist APM

Description

Designation 

Associate Process Manager

Location

Chandigarh

Work Experience

Minimum - 5

Maximum - 8+

Min. Relevant - 4

Skills / Experience Required

Must haves

* Excellent Communication Skills - Verbal & Written (Comprehension)

* Needs to have ability to adapt to perpetual changes as per Business 

Requirement.

* Professional in conduct/behavior, appearance and communication

* Good at problem solving and root cause analysis

* Flexible for 24X7 Shifts

* Good Knowledge of excel

* Eye for detail

* Call Centre Experience in Inbound Process

Good to haves

* Experience in cable or telecom industry 

* Ability of analyzing information and evaluating results to choose the 

       best solution and solve problems

* Good Customer Handling Skills

* Experience in Troubleshooting related process

Key Competencies

Critical Competencies

* Ability to quickly and efficiently assimilate process knowledge

* Strong process orientation, good people management and leadership skills

* Detail & result oriented, self motivated with good analytical skills & ability to cope with pressure

* Excellent communication and interpersonal skills including English language skills

* Professional in conduct/behavior, appearance, and communication

Additional Competencies

* Motivation, 

* Time Management, 

* People Management

* Behavioral ,Attributes & Other 

Comments

* Ability to work in teams

* Flexible to work in rotational Shifts

* Should not have any commitments - part time courses

 Roles & Responsibilities

Job Responsibilities

* Ensure Critical Performance Metrics are met consistently

* Prepare and circulate Client Decks 

* Lead Client Calls / calibrations

* Revert to client queries on routine issues

* Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely

* Manage multiple teams and coordinate with other managers 

*  Ensure that team of associates has a clear understanding of performance expectations, are properly trained, have access to all the tools and resources they need to perform at high levels of productivity and efficiency. 

* Communicate expectations to team member and provide timely business updates and changes. Conduct multiple call-coaching training sessions each week.

* Work as a subject matter expert for the team on client business rules, customer interaction policy and support tools 

* Provide feedback to team members on their daily performance in an effective and timely manner and foster their professional development and growth via effective coaching.

* Manage team KPIs and retention initiatives.

* Audit and Identify performance related issues and develop an action plan for improvement by remedial training.

* Perform root cause analysis regarding attendance and attrition. 

* Schedule and coordinate team activities. 

* Identify and share operational best practices.

* Identify process and business opportunities that can be flagged to the client as "value ads".

* Candidate shall adhere to the information security requirements.

* Team Handling, Motivation

* Ensure all client deliverables met with in timelines

* Ensure productivity/Quality enhancement and process met all metrics

*  Time Management