Sign In
 [New User? Sign Up]
Mobile Version

Unit Manager IT Service Delivery

Mumbai, MH
Job Code:
  • IT
Applying for this job will take you to an external site
  • Shortlist
  • Email Friend
  • Print

Job Details

Responsible for over 5 helpdesk processes for around 130FTE those are being set-up in Mumbai and ChennaiPutting in place, innovative technology applications & setting up requisite InfrastructureManage the Technical support / Customer Care operations for a large US Financial entity as per agreed quality standards.Develop and report a set of process and quality metrics to the customers of the US site to enable process transparency and ensure effective dialogueManage a staff of over 60-80 Support professionals, providing effective leadership and ensuring each staff member has goals and objectives and effective performance management environment.Put in place a career development and training environment to allow staff to develop and growthPut in place a mechanism to review and update the controls environment, including process and policy documentation, accounting controls, IS audits, Risk control measures, job descriptions, performance appraisal and metrics reporting.Monitor forecasted workload (call volume and handle time) by hour intervals throughout the day and analyse reason(s) for variance(s).Real-time monitor from AvayaCMS (SLs, Available Agents,ASA, etc)Real-time monitor dynamic routing re-direction activity (in and out) Assignment of Split levelsNotifies partners and business managers on problems with service level and other quality metrics.Submit and track trouble tickets for critical failures, such as call delivery failures, etc, outages.Produce Daily MISOperations Report to Operations HeadAct as Single Point of Contact for Client and Helpdesk and Partner Operations on real-time enterprise status updateConduct on-going trend analysis through out the dayFollow escalation procedures for site outage, staff shortage, product defect and other crisis situationsDevelop a positive rapport and working relationship with call centre management and team members.Track and report call arrival anomalies (i.e., call spikes, outages, etc.).Analyse and identify areas of improvement to share with call centre management and senior managementDesired Candidate ProfileAny Graduates with 10 to 12 years of experience or MBA/ MCAwith 4-6 year experience in a Technical Voice Support ProcessOut of the total experience, 2-3 years experience should be in Training / Quality for technical voice helpdesk processCoaching and counselling skills with Active Listening skillsAbility to identify errors and provide feedback on the same,Knowledge on Quality analysis, Orientation & documentation skillsPrior experience as Quality Coach in a technical support process would be a added advantageHas an ability to Hire, Nurture team members, and take their appraisals.
Degree: MBA/ PGDM

Additional Degree: BE/ B.Tech (Engineering)

Experience: 12-15


Blended Process - Domestic BPO Type | Blended Process - International BPO Type | Operations
Applying for this job will take you to an external site


© Copyright 2015 Al Nisr Publishing LLC - powered by Gulf News