Job Description: Strategic Planning, Team Management, Performance Management, Operational Management, Hiring, Training and Development, Coaching and Mentoring, Leadership, Attrition Management
Duties: Strategic planning and execution, service delivery, SLA management, Leadership
-Oversee overall planning and performance of a particular market
-Ownership for overall delivery of service level components, quality and productivity targets & indicators for a particular market
-Determine operational strategies for particular market - conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
-Actively contribute towards improving operational systems, processes and policies or build efficiency
-Establish technical specifications, and production, productivity, quality, and customer-service standards for particular market
-Long-term planning, including initiatives geared toward operational excellence.
-Contribute to short and long-term planning and strategy for particular market
-Facilitate coordination and communication between support functions.
-Relationship Management: Build sustaining and productive relationships with customers and stakeholders
-Provide leadership, mentoring and coaching for the TL and reps
-Oversee and review escalations and the escalations process for the particular market
-Maintain employee performance records; track and report on performance outcomes
-Ownership and problem resolution
-Provide recommendations for product and process development based on customer feedback and analysis of the same.
-Contribute towards hiring and training of reps
-Ensure strict adherence to policies, processes, compliance guidelines among team
-Employee engagement and retention
-Explore new business/revenue opportunities within the existing client base
-Being a key point of contact for internal and external clients
-Maintain track of all pending/open items (internal and external) and ensure closure of the same within in an timely and appropriate manner
Driving For Results: Challenging, pushing the organization and themselves to excel and achieve.
Customer Success: Doing the right thing for customers.
Team Leadership: Leading others to accomplish team goals and objectives.
Motivating Others: Inspiring others to perform well by actively conveying enthusiasm and a passion for doing a good job.
Coaching And Developing Others: Advising, assisting, mentoring and providing feedback to others to encourage and inspire the development of work-related competencies and long-term career growth.
Planning And Organizing: Effectively organizing and planning work according to organizational needs by defining objectives and anticipating needs and priorities.
Conflict Management: Managing conflict between people and effectively resolving sensitive issues.
Decision Making: Making good decisions in a timely and confident manner
Interpersonal Communication: Communicating clearly and effectively with people inside and outside of the organization.
Resilient & self-driven: A proactive & never give up attitude
Business Acumen: Understanding general business and financial concepts, understanding the company's business, and using both general and specific knowledge to be effective.
Responsive & able to build strong relationships with colleagues while focusing on customer delight
Experience: • 3+ yrs team handling experience
Skillsets: • Excellent communication skills (verbal and written)
• Ability to collaborate and work across the business to achieve shared success
• Ability to strategize & execute key initiatives / tasks in line with Business priorities
• Proficient in Microsoft Excel, Word and PowerPoint as well as applications to produce reports/ presentations
• Ability to set targets, motivate & drive a team of 30 to 40 employees
• Managing stakeholder/client expectations
• Exposure to basics of Digital Marketing and Web Technologies would be an added advantage
• Knowledge on AdWords will be an added advantage
We are a customer focused IT Staffing and software solutions provider based out at India... & US. Founded in 2006 and managed by professionals with rich experience of IT background and industry exposure, we are specialized in information technology staffing and development services. We are proud of the successes we have helped our clients achieve across a wide-range of IT service initiatives We have experienced and goal-oriented recruiting and technology professionals who can understand and analyze your business problems, provide clear technical strategy that works for you and successfully deliver world class IT solutions to enable your business to perform better. Read full description