Jobs in India

About this role

• Operational Performance - Track KPIs on a day to day basis, maintain SLs, perform audits and deep dives and present daily/weekly/monthly/ quarterly results to senior leadership and influence decisions
• Shift Management – Work with Labor planning to track and validate volume forecasts, design shift schedules, drive time sheet compliance and manage OTs to handle day-to-day operations. Coordinate hiring by partnering with the recruitment team
• People Management – Be comfortable leading large teams of 150+, track 1:1s with associates, monitor coaching programs, manage team huddles, supervise training and handle escalations. Should also motivate, hire and develop supervisors
• Communicate standard work changes and drive compliance
• Execute vision and goals for the team
• Work across stakeholders both upstream and downstream ( stakeholders in EU and NA) to influence and execute goals defined
• Owns, tracks or escalates issues in the network to ensure that they are addressed, documented and resolved
• Determines corrective actions internally and externally
• Coach and develop associates, supervisors and managers on career paths for internal promotion and job enrichment opportunities
  
  

• Think Big and identify improvement opportunities and gaps in existing process and works with key stakeholders to execute/resolve them
• Identify new processes to transition to HYD, work with talent acquisition to hire associates and coordinate their training with NA/EU stakeholders
• Ability to pull data from numerous databases (using Excel, Access, SQL and/or other data management systems) and to perform ad hoc reporting and analysis as needed
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
  
  

• 9-10 years successful experience in Operations Management in a contact center environment
• Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changed business goals and/or resource reduction
• Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis to take short/long term actions
• Experience in managing large multicultural teams
• Demonstrated ability in managing reporting and analysis
  
  

• Supply chain operations experience will be of added advantage.
• Project Management experience preferred
• Post Graduation specialisation in Operations Management /Business management