Program Manager - Customer Operations

Program Manager

Description

An experienced professional with over 15+ years of experience. As part of the Voice process team, your role will specifically focus on troubleshooting related processes. To serve customers by planning and implementing strategies and operations; improving systems and processes; managing staff. 

Candidate will determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

To demonstrate an ability to anticipate, understand, and act on evolving customer needs, both stated and unstated. Through this, candidate must create a customer-centric organization and use innovative thinking frameworks to foster value-added relations. 

With the right balance of bold initiatives, continuous improvement and governance, the leader must adhere to the delivery standards set by the client and eClerx by leveraging the knowledge of market drivers and competition to effectively anticipate trends and opportunities. In addition, must demonstrate a capacity to transform, align, and energize organisation resources, and take appropriate risks to lead the organization in a new direction. 

To build engaged and high-impact direct, virtual and cross-functional teams, and take the lead towards raising the performance bar, build capability and bring out the best in their teams. By collaborating and forging partnerships both within and outside the functional area, the leader must work towards a shared vision and achieve positive business outcomes.

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

Customer Operations- Program Manager Responsibilities

• Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades

• Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures

• Prepares performance reports by collecting, analysing, and summarizing data and trends
• Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
• Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• 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

Minimum Qualifications

Overall experience of 15+ years and should be a graduate or post graduate in any specialisation 

Preferred Qualifications -Graduation in Computer Science, Computer Applications or related subjects