Responsible for day to day Operations management
Monitor and ensure organizational goals and contractual commitments are met (e.g. budget/cost, service availability, responses, reports).
Resolve/monitor customer escalations as appropriate.
Responsible for mentoring, training, career development, performance management
Provide direction for and support of process change initiatives including robust documentation and training.
Reviewing and Monitoring process accuracy on a periodic basis.
Periodic client reporting and conducting quality audits.
Good Experience in MS office applications (PowerPoint, Visio, MS Project)
Able to work and deliver under pressure,
Should have keen eye for detail.
Must be flexible and able to work in shifts.
Should have confidence to discuss instructions and deliverables with clients and management to ensure clear understanding
Demonstrated experience in dealing with large-scale, highly available, and SLA managed services
Client Relationship Management
CRITICAL SKILLS REQUIRED:
High analytical skills
Lean Certification or Six Sigma certification would be added advantage, but not mandatory
May or should have information on internet or social networking products or services
Good communications skills and written skills
Excellent knowledge of Service Delivery in a voice/semi voice process
Well versed with Microsoft applications, specially excel and power point
The job will require fairly high amount of work in shift environment as per requirement
Candidate shall be responsible for all risk management & compliance activities as applicable to this functional role.
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