Delivery Account Operations Associate

4 weeks ago

Chandigarh, India Xerox Full time

City- Chandigarh- State/Province- Chandigarh- Country- India- Department- Service Delivery- Date- Thursday, November 9, 2023- Working time- Full-time- Ref#- 20031837- Job Level- Executive Manager- Job Type- Experienced- Job Field- Service Delivery- Seniority Level- Associate**Description & Requirement**:
**About Xerox Holdings Corporation**Job Title: Team Leader - BPO (Delivery Account Operations Associate Professional)**

**Shift: General (Day Shift)**
- Handle a team of 30-40 Team Members performing Data Indexing/Capture/Validation tasks.
- Achieving KPIs and Goals set by Management consistently
- Manage team’s performance, hygiene, and handle people issues
- Manage Team Performance by utilizing appropriate tools like BQ Management, EWS etc
- Leave Management - should be able to manage shrinkage and maintain a healthy work life balance for the team
- Manage Team and Production Reporting (Daily, Weekly, Monthly, adhoc)
- Knowledge Sharing - Share updates & feedbacks received from client with team.
- Build and encourage a culture of inclusion and growth mindset
- Identify (and encourage) Improvement Ideas and act upon it
- Be able to take prompt in decisions and agile as per the situation
- Support on Customer Feedback resolution and Escalation Management
- Able to Draft and Maintain Operational SOPs and other process documents in line with company standards and guidelines like ISO 27001
- Should be comfortable and ready to work in shifts
- Can work in high pressure environment, dealing with multiple priorities and passionate about customer success

**Key Deliverables**:

- Timely Delivery (SLA)
- Quality assurance
- Process Adherence
- Attrition Management
- Coaching
- Recruitment
- Documentation

**Skills**
- Knowledge of MS Office - Good Excel a must, among other MS Office Applications like PowerPoint
- Comfortable using Communication Tools like Outlook and Teams
- Working knowledge of reporting and dashboards
- Power BI, SQL, and Strong Excel Skills will be an added advantage in this role
- Good people manager
- Good Communication both written and verbal
- Effectively communication skills (Client interaction is limited but sometimes needed in certain areas)

**Educational Qualification**
- Graduate a must
- Business Admin Diploma/certificate will be an added advantage Any other certifications or courses in relevant fields- #LI-NJ1

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