Location: North Goa – Panjim
Key Responsibilities:
Project & Client Management
Responsible for managing operations (6-8 customers/projects) seamlessly with timely SLA delivery along with maintaining high levels of employee engagement and customer satisfaction
Establish & Manage Relationships / Engagement with customers
Responsible for following agreed governance model, escalation & communication plan
Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
Taking weekly and monthly calls with clients to understand the expectations from the teams and providing updates
Ensure that all compliance & audit related issues are brought to closure as per agreed timelines
Identify and drive continuous improvement initiatives
To be the Key contact for all problems and queries for all internal and external customers
Working with MIS closely – Forecasting future volumes and average handle times to arrive at a capacity plan. Proactively identify staffing gaps
Conduct analysis and prepare analytics/reports based on requirement (internal and client)
Must have good knowledge of Work Management tool – JIRA
Must understand concept of Stakeholder management
People and Performance Management
Organize resources, sets goals, strategize with management and client on a short and long term basis
Performance management: target setting, review against target, performance monitoring, coaching and training as required
Meeting the administrative requirements and adherence to the HR /other company policies (leave management, attendance, floor discipline, etc.)
Maintain a close communication /interaction with the team members in a consistent and meaningful manner to ensure that the attrition is under control on a consistent basis
To ensure contingencies are in place to maintain business continuity with minimal disruption in times of annual leave/sick leave/study leave/attrition/promotion/movement
Coach & mentor Team leads/Managers and create a healthy pipeline of future leaders
Collaborate with internal teams and BPO managers
Job requirements:
- Education: Bachelors degree.
- Experience: 4+ years of work experience
- Good communication skills
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