Responsibilities Demonstrated team/client handling skills in the past.Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the client. Identifies causes for non-achievement of SLAs, develop solutions and execute the same. Reviews and analyzes performance reports against targets on a weekly/monthly basis with Operations managers/Team Managers and with client to investigate causes for performance deviations. Ensures process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs etc. Develops strategic & tactical plans to identify, analyze and effectively respond to client needs, emerging trends and best practices. Conducts dip checks of parameters that impact performance & data integrity. Performs trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions. Monitors compliance adherence through timely audits, generating awareness on the floor etc. Understands client’s processes and suggest modes of value addition. Looks for additional revenue generation opportunity and play an active sales role for the business. Adhering to Information Security Policies and Procedures of TP Ensuring compliance to Information Security Policies and Procedures. Ensure reportees comply with the security policy and procedure of TP Understand and Comply with Information Security Policies and Procedures, and report all security incidents. Ensure the audit non-compliances are fixed within the stipulated timelines. Protect information entrusted to you. Follow the information labeling and handling procedures based on the classification level of the asset. Follow the Clear Screen and Clear Desk Policy. Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy. Comply with the Non Disclosure Agreement Manages performance of individual Ops/team managers through performance management, career planning strategies and sharing of best practices, therefore managing performance of the entire process. Responsible for attrition management and arranging for backfills on a timely basis. Works closely with HR to ensure high employee morale and retention initiatives. Conducts skip level meetings at regular intervals to address concerns, if any. Responsible for staff performance, compensation and rewards & recognition programs. Sets KROs for the team managers, team leaders and ensure KROs are aligned to client SLAs and overall organizational goals. Coaches and mentors sub-ordinates. Monitors employee count for full time attendance. Manages client / internal review calls and handles escalations Manages Client expectations and ensures Client satisfaction.
任职要求： Graduate from a recognized Institute or University in any discipline. Minimum 12+ years of work experience in BPO/Call Centre; Minimum 8 years of work experience in BPO/Call Centre in Banking End to End experience in BPM (Risk & compliance, Transformation, Quality etc) Ability to handle large operations. Demonstrated team/client handling skills in the past.
北京互联企信信息技术有限公司/Teleperformance China Teleperformance集团于2007年进入中国成立北京互联企信信息技术有限公司，是专业的BPO业务提供商以及外包呼叫运营商，客户包含多家世界500强企业。在中国设立了4个站点，拥有员工约5400人，坐席分布在四个城市，分别是北京总部，西安分公司，南宁分公司，昆明分公司。连续3年获得Aon（怡安翰威特）评选的最佳雇主奖。目前正在筹建佛山新公司，真诚欢迎优各类优秀人才加盟！ 公司官网：http://www.teleperformance.com