AGM-Service Operations (Site Lead)

Role Title

SPO – Site Lead- Contact Centre Operations (Cluster)

Position No

Function

Customer Service

Sub Function/ Vertical/ Department

Service Partner Operations

Band

Reports to Role (Position No)

IBCC & OBCC Cluster Head

Location

Cluster – Dehradun

Date of last update/approval

1. Organisation Structure

Add/removes roles as required to capture the Organisation structure accurately

2. Job Purpose (In one or two sentences)

To own and deliver Customer Experience across core Inbound & outbound contact channels (Customer Care 111/198, Tele-verification, Dealer Help Line & Outbound) for designated site in the cluster through strategic planning, consistent execution, collaborative and robust engagement with peers (corporate and circles) and partners

3. Key Accountabilities / Key Result Areas (Max 5)

• Customer Service Operations – Manage and deliver operations effectiveness at the site through engagement, review and governance with internal teams, circles and partners to deliver key targeted customer experience outcomes delivered by both Inbound and Outbound channels.


• Operational Delivery – Implement and drive Governance and Control to ensure delivery of Contact Centre KPI’s namely Service Levels, UC%, EQ, ASAT & FTF. Ensure Capacity planning and execution as per plan


• Benchmarking and Analytics – Cross-industry, intra-industry and intra company channel benchmarking and insights to monitor and measure the necessary KPIs so that we remain the operator and company of choice. Provide relevant internal and external reports as per business unit requirements


• People Management – Stakeholder Management on account of driving Operations KPI’s. Strong Partner & Circle Management and Corporate interface

4. Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)

• Operations and management experience, bulk of it in service industries, with 8-10 years as an Operations lead managing and delivering experience and business outcomes for a large service process


• Domain Expertise - Deep and continuously refreshed understanding of customer experience processes, (both Inbound and outbound) – across the gamut of operations, systems, training and quality.


• Partnership Management – To own, build and manage partner relationships to extract necessary short & long-term win-win outcomes from partners, through close coordination and engagement with other support teams


• People Management skills – communication, inter-personal skills, collaboration, coaching and motivation as well as the ability to mediate/influence/direct key outcomes in the interests of the customer and business


• Strong Execution skills – Extracting deliverables on a day-to-day, month-on-month and quarter-on-quarter basis from the processes at Inbound & Outbound Call centres managed through effective analytics and implementation skills with partner, circle and cross-functional teams

5. Key Performance Indicators (Max 5)

• Service Levels


• UC%


• TNPS- ASAT, FTF


• Audit Observation on Site Governance


• Initiatives for process enhancements and correction on customer pain areas /performance impacting areas

6. Risks, Challenges, Job Context (Short Description)

This Job calls for day to day operations from the Site location and the need to stay connected. The role is responsible for larger business deliveries from the allocated site and thus calls for proper planning, execution , day to day involvement and being updated of system, process, technology while ensuring timely highlights to ensure smooth operations and timely escalations with a close looping resolution intent.

7. Job purpose of Direct Reports & Dotted Reports

Direct Report / Dotted Report Position

Job Purpose