Associate Process Manager

Description

The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. Candidate must be able to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company objects. Additionally, candidate must be self-directed, proactive and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors.

Candidate must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyse information and evaluate results to choose best solutions and solve problems.

Customer Operations Associate Process Manager Responsibilities

• Must have Transactional Quality experience
• Monitor and evaluate voice interactions between customer service representatives and customers to ensure adherence to quality standards and company guidelines.
• Analyse voice transcripts for accuracy, completeness, and compliance with established protocols and procedures.
• Identify and assess customer service representatives' performance gaps and areas for improvement based on quality metrics and performance standards.
• Provide constructive and timely feedback to customer service representatives on their voice interactions, highlighting areas of strength and areas needing improvement.
• Collaborate with the training team to develop and deliver training programs to address knowledge and skill gaps identified during quality evaluations.
• Maintain accurate records of quality evaluations, performance metrics, and feedback provided to customer service representatives.
• Generate comprehensive reports on quality performance, trends, and improvement opportunities for management review.
• Participate in calibration sessions with other quality analysts to ensure consistent evaluation and scoring of voice interactions.
• Prepares performance reports by collecting, analysing, and summarizing data and trends
• Ensure Critical Performance Metrics are met consistently
• 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 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, and projects
• Focus on retention of staff through career mapping & guiding team members
• Advocate and follow organizational policies and procedures
• Adhere to the information security requirements
• Ensure all client deliverables met within timelines
• Ensure productivity/quality enhancement and process meet all metrics
• Remediation of any major incident
• Manage client MBR/QBR deck, client calls and reviews