1. Job Description:
Good domain/Operational expertisein the BPO space(Telecom Domain essential for last4 and 1/2 yrs)
Engage & interactwith onshore to understand requirements & providesolutions
Ensure operational targets areachieved as agreed with customer
Respond to queries, handlelevel 1 escalation and providesolution for closureof open points
Timely escalation of issues to Ops Manager
Preparation of MIS as per process requirement
Ensure team is compliantwith all infosec and quality requirements
Monitoring of Daily Dashboard,and bringingin necessary preventivemeasures through detailed error
analysis
Involvement in ProjectManagement reviews to understand the health of the unitand adopt necessary
controls
Ensure preparation of training& developmental plan for all the team members
Should perform regular reviews with team members
Undertake appraisal activity for associates and providenecessary feedback and supportin terms of
career progression
Manage absenteeism and attrition in the team effectively
Key Skills:
4-1/2 years with relevant experience in MNC Telecom Service domain.
8-10 years with relevant experience in Banking& Financial Servicedomain (Prior to TCS)
Strong communication & interpersonal skills/StrongPeople& Process Management skills
Strong analytical skills
Good Domain knowledge
Completed Lean Six Sigma Green Belt Certification
Expert in MS Excel
Good at preparation of reports