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Management Trainee

2 weeks ago

Hyderabad, Telangana, India Contactx Resource Management Pvt. Ltd. Full time ₹ 5,00,000 - ₹ 8,00,000 per year

Experience: 2+ years

Qualifications:

Any Graduate

Experience in Voice, Good communication, Collections

JOB Description:-

  • Manage front line supervisors that are responsible for managing the day-to-day operations of OTC Operations Team
  • Ensure client and corporate service, quality, and contribution goals, other metric and associate satisfaction goals within the site are met.
  • Provide leadership and management to associates; provide training and development of supervisory team.
  • Coach and mentor team supervisors.
  • Regularly conduct supervisory team meetings. Supervise multiple teams for clients.
  • Ensure key operational and customer performance targets are met (KPIs, FCR, Net Promoter Score, Service Levels).
  • Drive Continuous Improvement Initiatives
  • Communicate with the customer on a regular basis to discuss operational issues and Critical Quality delivery, raise issues proactively & build relationships, understand customer issues proactively
  • Set goals for the team and communicate goals on a regular basis
  • Coach & mentor people Motivating team with excellent touch
  • Leading calls with clients and other business functions
  • Preparation of dashboards and ability to understand current Business processes and suggest improvements
  • Manage Day to Day Operations & service delivery for a Team of 100+ employees, who will be in charge for Client Order to Cash process and assess them in accordance Policies & Compliance guidelines and take an action to apply the appropriate policy with high quality, speed, empathy and accuracy.
  • Driving Insights to add/update (Policies, CRM Interface, Widgets, IT/Infra tools, Application optimization) in order to drive effectiveness & efficiencies
  • Responsible for E2E contractual (SLAs, KPIs) & internal metrics, including billing & financials.
  • Ensure smooth & surprise free operations and service delivery.
  • Create a detailed succession plan for all Key/Critical roles
  • Drive employee engagement, agent growth, retention with low attrition; timely documented one on ones, updated time keeping system (My time), Compliance. Drive monthly (AES, VIC, EWS (Timely Updating & Accuracy), PIP & CAP closers in timely manner, Etc.)
  • Drive Rewards and Recognitions & Appraisals
  • Accurate & timely MSS Alignments, Cost Code, Band mix & Aspect/SRT updating process.
  • Flexibility to quickly shift priorities, multi-task and juggle simultaneous requirements in fast paced environment and manage all to completion
  • Drive continuous service Improvements, Lean, Six Sigma & Digitization Projects QOQ

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