CCOD Lead

Role Purpose

The purpose of the role is ensure all incoming non-voice (email) queues for all clients/accounts are responded to and resolved within the Average Speed of Answer (ASA) and per contract, through effective inventory management, capacity planning, skilling and reporting. Do Ensure process excellence through effective inventory management, capacity planning & skilling Inventory Management Access the client tool and pull out daily queue inventory for the particular day Manually segregate queues as per skill, department, region and assign the same to agents trained on the particular skill Ensure appropriate resource planning/mapping for all queues as per skill Manually assign queues during every interval and document the same for reporting (for each skill and region) Check shrinkage numbers for each site and highlight the same to site leads Close and report the daily queue (Ensure 0 staffing at logout, no calls on hold at logout, NOC calling to confirm Queue closing for the day) Capacity Planning Conduct effective resource planning as per daily inventory numbers and skills, to maximize the productivity of resources Monitor resource planning and fulfilment in line with account requirements, skills, region and costs of delivery Manage and plan monthly resource allocation as per the monthly forecast shared for each region by the client Skilling Optimize manpower and minimize leakages by effectively reskilling and mapping as per inventory shared by client (daily and monthly) Conduct the skilling exercise every interval to ensure the emails are assigned to agents with relevant skills Maximize productivity by ensuring cross training of resources on multiple skills in case of shortage caused to holidays or absenteeism Ensure retention by offering relevant trainings and certifications of all allocated resources Update site leads on hourly progression, ASA updates on each location, SLA compliance etc. Ensure all SLA parameters are met in the account and maintain a green card at all times Maintain daily attendance and commitment trackers for all accounts in every department and region Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders Lead and manage escalations, potential risks or early warning signs with client and relevant stakeholders to eliminate any revenue leakage Focus on client centricity through effective client interaction, report management and contract compliance Effective Client Interaction Interact with client on a daily basis updating them on the progress against the inventory volumes Engage with client on volume distribution on a daily basis Conduct and lead daily workforce planning calls with clients

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