Assistant Manager - Operations

ABOUT THE COMPANY

We are global leaders in next-generation digital solutions and consulting services, currently operating in 15 countries and creating 1200 high tech jobs in the globally. Techno Brain has achieved leadership positions in areas such as Public Financial Management, Digital Identity Management, Tax & Customs, Business Process Outsourcing, a host of e-Government solutions and Digital products.
Appraised at Capability Maturity Model Integration (CMMI) Level 5, Techno Brain is committed to delivering high quality, cost-effective and off-the-shelf solutions to Governments, NGOs and Private Organizations across the globe.

JOB SUMMARY

Academic QualificationsBachelor’s degree in Business or related field.Experience Requirement:Minimum 5 Years’ experience in call center management.Experience in managing a team of people managersGood understanding of call center KPI’s and SLA’sWritten and verbal communication Skills

RESPONSIBILITIES

Project ExcellenceLiaising with clients to identify and define project requirements, scope, and objectives100% or Number of recorded Team Productivity based on Actual Production against defined target100% delivery of project within schedule, effort with minimal variance as per signed off project plans defined in operations requirements and client agreementNumber of accomplished daily assignments as per contracted projects i.e. Team hourly performance etcNumber of adequate closures of escalated client queries resolved within defined SLAs100% adherence to shift management rotter to deliver project as per operations requirements100% of Productivity met as per monthly target for assigned projectsComplete, prompt, error free periodic comprehensive project documentation, plans and reports100% Support in billing processCustomer SatisfactionTAT of delivered tasks/projects within set SLAsScore of CSAT of 4 out of 5 as per feedback formsNumber of client value addition opportunities demonstrated to ensure up sale or cross selling for purposes of improve quality of work i.e. quality score and number of recommendations in MBR, Ops Review/ISO reviewZero escalation from clientsClient retention %Number of increased billable seats per monthResource Management100 % Team Attendance as per scheduleNumber of team capacity building, coaching, mentorship/job shadowing of resources to optimize productivity at all timesMinimum of 4% attrition rate of resources allotted within a projectNumber of visible praises to team on productivity mattersQuality of feedback from direct reportees regarding clarity of role, assignment delegated and engaging conversation that drives improvement and productivity within teamGovernanceProfessional usage of company systems ie skype, internet, social mediaNo of reported breach of Company policiesIndividual StretchProactiveness and owning the tasks and deliverablesProblem Solving Eg Number of Visible contribution to resolution of critical problems issues faced throughout the project/product lifecycle (Number of issues/risks identified)Communication with stakeholders Zero communication gap among the stakeholders (max 2 issues during product mapping based on client requirements)Number of fresh approaches ideas introduced (Number of innovative ways to reduce overall project cost and timelines, increase customer satisfaction)No of active team learnings initiated and/or participated per annum.Visible team learning circles and knowledge sharing on platforms and further forward thinking on project competencies weeklyNumber of innovative ideas shared and implemented per annum within assigned processes to improve productivity matrices100% compliance to SLAs, Severity levels timelines, procedures and processes of project schedules and work schedule attendance

REQUIRED SKILLS

Operations planning, Market research, intelligence, Reporting, Business intelligence, Presentation skills

REQUIRED EDUCATION

Bachelor's degree