The document describes the role and responsibilities of the Victoria Wood Customer Care Supervisor Team, also known as the Admin Pool. The Admin Pool provides administrative support to internal and external customers, including processing invoices, certificates, software requests, and customer credits. Over time, the team improved processes through lean practices and standard operating procedures to provide faster, more consistent customer service. The goal of the Admin Pool is to help customer-facing teams focus on sales and customer relationships.
Genpact helps leaders of some of the largest enterprises
transform and run their processes and operations, including
the very complex and industry-specific. We help enterprises to be more competitive by becoming more intelligent: adaptive, innovative, globally effective and connected by enabling tighter management of costs, risks, regulations, and supporting growth.
Best practices for contact center performance managementJennifer Whedbee
This webinar covers the best practices for implementing a real-time contact center performance management (CCPM) solution.
- Best-of-breed contact center performance management solution functionality
- Benefits of implementing a contact center management solution
- Top reasons for investing in a real-time contact center management solution
Recorded Thursday, April 21, 2015
Why BA tools required?
Business key performance indicators and suggestive dashboards layout of departments like sales, manufacturing, information technology, logistics, purchase, human resources, management, finance and accounts etc.
Genpact helps leaders of some of the largest enterprises
transform and run their processes and operations, including
the very complex and industry-specific. We help enterprises to be more competitive by becoming more intelligent: adaptive, innovative, globally effective and connected by enabling tighter management of costs, risks, regulations, and supporting growth.
Best practices for contact center performance managementJennifer Whedbee
This webinar covers the best practices for implementing a real-time contact center performance management (CCPM) solution.
- Best-of-breed contact center performance management solution functionality
- Benefits of implementing a contact center management solution
- Top reasons for investing in a real-time contact center management solution
Recorded Thursday, April 21, 2015
Why BA tools required?
Business key performance indicators and suggestive dashboards layout of departments like sales, manufacturing, information technology, logistics, purchase, human resources, management, finance and accounts etc.
In this file, you can ref interview thank you letter materials for customer service supervisor position such as customer service supervisor interview thank you letter samples, interview thank you letter tips, customer service supervisor interview questions, customer service supervisor resumes, customer service supervisor cover letter …
This presentation offers an overview of business resources offered at the Free Library of Philadelphia Business, Science & Industry Department and in the Philadelphia Region.
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
• A Bachelor in Commerce- Having more than 6 years of experience in managing any F & A Process with proven skills in Team Leading and setting up new processes of Accounts payable (P2P) & Order to Cash (O2C) client satisfaction and relationship building, Process Management, Handling escalations, Data & metrics reporting.
• Working as Consultant – Accounts payable (P2P) & Order to Cash (O2C) in Capgemini India Private Limited since 2013
• Held Position as Junior Officer- Banking & Operations for 1.5 Years from Apr-2012 To Aug-2013 in ICICI Bank Ltd.
• Possesses Strong Analytical, Logical, and Problem Solving & root cause analysis skills, Multi-Tasking abilities, with proven experience in utilizing people and process knowledge to assist Business Leadership Team in making critical decision.
• Hands on experience in Oracle Financial Apps, Microsoft offices, Business Objects and other Financial Reporting tools and technologies.
• Highly motivated team player with excellent Interpersonal & Presentation Skills along with Proven Communication and Organizational Leadership Qualities.
8. Admin Pool Staffing changes; Reset team dynamics and skill sets; Continued education; each TM in one TIP by year end; Take on more support of outside sales; help each team in customer service generate updated SOPs. Snapshot 2007 Q3: # of emails saved in Sales Admin Desk account: MIS # 2683 ADMIN # 953 Breakdown of requests: MIS 50% – Certificate of origins (print daily), ones from Rock Hill, Trailer Certs, Reprints, MSO (mostly for Canada or going overseas), Business Card requests for Outside sales or from anyone in the company, MIS request from Outside sales or Inside Sales – new laptop, new Blackberry, new monitor, keyboard, phone, mouse, printer, fax, copy machine, software, etc. Other 35% – Helping Executives, originator code, Guest Visit Program, New Hire Outside Sales, Agenda and training, Catering requests, Price lists request, Event planning, Training new hires Admin requests 15% – Facilities, lights out, move information, conference room sign up, ordering office supplies, projector/laptop checkout, organization chart changes, ARA ordering; creating originator codes; distributing weekly reports. Admin Coordinator Team
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15. From: “As Is” 2005. Poor customer service; order entry errors; weeks behind in entering orders Inbound PO’s 2005 Where did we go… Terex Improvement Process (TIP) Plan; Do; Check; Adjust (PDCA) Under 48 hour order entry; SOX compliant; Standard Work; Working Heijunka
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Editor's Notes
2005-2009: Who are they; how did we create the pool and where did we take it?
The house: How do we help it stand?
2005 we had one person managing the following: Administrative requests from in and outside sales teams; facilities and MIS requests; employee morale functions. Process COO’s on Material Lifts. Daily account management of the Catalog customers to include order entry and invoicing via EDI tools. Process all manual credits/invoices, including PDI; account rebates; PLC rebates. Supervision of the switchboard team of three team members. 2006 - 2007 we experienced substantial growth & changes to many of these processes and staffed to ensure we could implement Lean Administrative goals for the year. We added one Catalog ISR in sales; two credit and invoice TM’s in quality. Grew the switchboard team from three to six and moved them under sales with their own supervisor. Admin Pool is currently represented by one administrative supervisor who splits the workload with two admin coordinators and one admin specialist. The group has evolved and become the “go to” team for help, often best practicing with many other Genie teams. Victoria ensures continued education; mentoring; weekly 1:1’s and admin staff meetings. All requests are managed through our shared Salesadmindesk@genieind.com email account. The group has been able to focus this year on project goals, vastly improved TM skill sets; Genie knowledge; response times; metrics maintained; cross training and continued education. If we don’t know the answer we find it. If you don’t have something you need we get it for you. If you are in the field and stuck in some way, we work on your issue on behalf of Redmond to include management assistance where needed.
Two Admin Teams: (1) Call Center = reside in building 3. Six operators; shifts 5:00-6:00. Rotate to cover the three top customer buildings. (2) Team of 11 cut in 2009 due to reduction in force.
Heijunka: Lean term – Visual Level Loading of Work