Customer Operations - Associate Process Manager - Account Management - Client Co-ordination

Description

Job Description Form

Internal Mapping

Vertical

CTS

Program

CHAT

Process

Role

APM/PM/SPM

Level

Reporting Manager

APGM/PGM

Location

Chandigarh

Team Size

                                                                                               Candidate Profile

Work Experience

Minimum

4

Maximum

9

Min. Relevant

Other Comments

APM-  4-5years

PM- 5-7years

SPM- 7-9years

Skills / Experience Required

Must haves

* Good Communication Skills - Verbal & Written(

 Comprehension)

* Good Customer Handling Skills

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

* Flexible for 24X7 Shifts

Good to haves

* Good Knowledge of excel

* Experience in Troubleshooting related process

* Experience in Chat process

* Experience in cable or telecom industry 

* Ability of analyzing information and evaluating results to choose the 

              best solution and solve problems

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

* Team Handling

* Motivation

* Time Management 

* People Management

* Client Management

Behavioral Attributes & Other Comments

* Ability to work in teams

* Flexible to work in rotational US Shifts

* Eye for detail

* Should not have any commitments - part time courses, tuitions

                                                                                    Roles & Responsibilities

Job Responsibilities

* Ensure Critical Performance Metrics are met consistently

* Prepare and circulate Client / Vendor Decks 

* Lead Client / Vendor reviews / calibrations

* Revert to client/vendor queries on routine issues

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

* Manage multiple teams  

* Perform audits and quality checks on the Team Leads & Floor Supports

* Provide feedback to the Team Leads & Floor Supports periodically on their performance

* Ensure cross skilling and periodic process re-verification to ensure resource pool

* Perform Training Need Identification for teams

* Perform Bottom Quartile Management 

* Ensure directives from Senior Leadership are percolated and acted upon

* Hold periodic meetings, discuss task delegation and review issues

* Conduct team huddles and meetings to discuss Operational updates

* Build team spirit through group sessions, activities, projects

* Focus on Retention of staff through Career mapping & guiding the team members

* Advocate and follow the organizational policies and procedures

* Candidate shall adhere to the information security requirements.

Role & Expected outcomes

* Ensure all client deliverables met with in timelines

* Ensure productivity/Quality enhancement and process met all metrics

* Remediation of any major incident

* Client MBR/QBR deck, Client Calls, reviews

                                                                                    Interview Process

Hiring Manager Name

Contact No.

E-mail Id

Preferred Slot (time zone)

 Interviewer 1 

Interviewer 2 (if applicable)