10-05-2012 | EXPIRA LA 09-06-2012
Job expirat
Ensuring High levels of Motivation among team members and facilitating performance that meets the Organization's expectations.
- Staffing Planning and leave planning to ensure optimum utilization of resources.
- Monitor Operations and ensure adherence to timelines/SLAs and end customer satisfaction.
- Benchmarking and implementation of best practices in Call Centre Operations.
- Define performance evaluation Process/ Metrics for the business.
- Define quality and productivity measures/ targets for Call Centre Operations.
- Call escalations and Callbacks wherever required.
- Develop effective People Management practices to enhance performance of Associates/SMEs/ AMs
- Performance Review - Review and analyze performance reports vis a vis targets on a daily/weekly/monthly basis.
- Ensure operations productivity through timely team/ structural & organizational interventions.
- Analysis of Call center Operations, anticipation of trends, problems/risks and preparation of risk mitigating plans.
- Enable a people, process and customer centric culture for Operations
- Experience in managing operations for voice customer support in the BPO / SSC industry (5 years in a multinational customer service organization out of which more than 2years in a leadership position)
- Strong people management and leadership skills
- Good networking capability and client facing skills
- Exposure & good acument towards process improvement techniques: Six Sigma, etc.
- Capability to conduct an appraisal discussion and assess different levels of performance and potential.
- Strong presentation & persuasion skills - Capability to communicate with large teams
- Appreciation of the domain needs of the process and its key drivers
- People's person, positive and self-driven approach
- Competitive salary remuneration;
- Motivating package of non-financial benefits;
- Exposure to a leadership role in a multicultural environment & career growth opportunites
- Professional & personal development opportunities
EXL Service (NASDAQ: EXLS) is a leading provider of outsourcing and transformation services. EXL's outsourcing services include a full spectrum of business process outsourcing services from offshore delivery centers requiring ongoing process management skills. Transformation services enable continuous improvement of client processes by bringing together EXL's capabilities in decision analytics, risk and financial management and operations and process excellence services. Headquartered in New York, EXL primarily serves the needs of Global 1000 companies in the insurance, utilities, banking and financial services, transportation and logistics, and travel sectors. Find additional information about EXL at www.exlservice.com.
