Ccod Team Member L2

Job Description
- **- Job Title: CCOD Team Member L2- Req Id: 108647- City: Kolkata- State/Province: West Bengal- Posting Start Date: 11/4/25-
- Job Description:- **Role Purpose**-
- **͏**:

- **Ensure process excellence through effective inventory management, capacity planning & skilling**
- **1.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)
- **2.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
- **3.Skilling**
- Optimize manpower and minimize leakages by effectively reskilling and mapping as per inventory shared by client (daily and monthly)
- 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 stakeholdersLead 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**
- **1.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
Connect with client and on ASA waivers and capacity updates for additional business
- Connect with clients on getting approvals for overtime in case of absenteeism and/or shortage of resources
- Liaise between the customer and internal teams on escalations of serious issues and queue
- Interact and engage with the client to communicate and update progress against team progress on a daily/weekly/monthly basis
- Accurate, relevant & timely reporting to client and senior stakeholders
- Share daily, weekly and monthly dashboards with clients updating progress against SLA, volumes, queues, closure time etc.
- Prepare and share the AHT Tracker (Half Hourly) to the Managers
- Prepare and share dashboard containing all SLA's, KPIS, every single metric on a daily basis with Account head/site head
- Share the customer satisfaction report with supervisors daily
Prepare and share the relevant quality report with quality team
- Modify reports as per the change in process or process requirement
- Train direct reports on various reports to cater to ad hoc report requests from various teams
- Regular cadence around contract compliance
Evaluate performance with key metrics (accuracy, ASA, customer service metrics etc.)
- Set direction for the team, track progress against targets through regular cadence calls and course correct as required
- Drive the focus of the team on quality and adherence to contract compliance processes
- Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committedWeekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.
- **͏**:

- **Ensure operational excellence through effective liaising with various depts.**
- Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
- Prepare and share the capacity planner monthly with the management team providing insight on what to expect, how the team is trending on ASA, shrinkage etc.
- Constantly co-ordinate with central WFM team for hiring updates and calibration
- Escalate RTA issues to the Managers, SDLs & Process Head in case of challenges
- Co-Ordinate with QA's &/or Supervisors for sessions on a daily basis
- Get updates from training teams on class fulfilm