Senior Director - Operations (Contact Center)
- To ensure the SLA Targets are met within planned time, cost and quality norms by ensuring effective utilization of the allocated resources.
- To ensure the development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes.
- Responsible for process deliverables as per agreed SLA's and quality.
- Performance Management. Ensure timely appraisals of the operations team.
- Ensure that attrition is managed in the business and the right people with the right skills are recruited into roles.
- Handle escalations - internal from within the organization and external from clients.
- Liaison with various departments within the organization.
- Take the lead in implementing new systems and processes.
- Actively participate in the conference calls and suggest areas of improvement to the client.
- Address any people management issues on the operations floor.
- Plan shift management and floor planning.
- To ensure seamless handover of the shifts by reviewing the Shift Handover process and suggest any improvements.
- Conducting Manager's review sessions periodically and identify the areas of concern and suggest improvement plan for the same.
- Present the weekly / monthly process wise performance to senior management & to clients.
- Facilitate to meet contractual obligations and client expectations.
- Ensure all contingency plans are in place.
- To maintain a perfect work flow of the profit center, preparing strategies for implementing effective concept of operation, better productivity and profitability.
- Operational planning and change co-ordination for all expansion initiatives.
- Lead on Six Sigma projects to drive process improvements.
- Monitor employee satisfaction and act to ensure that this remains high.
- Manage staff on a daily basis, distribute work, assign account responsibilities, ensure appropriate staff levels, and provide necessary training.
- To ensure performance levels of Team Managers and Process Executives meet the service level agreements.
- Monitor core departmental deliverables of cash and asset reconciliations for completion within established deadlines.
- Exceptions are reviewed, researched and resolved for all accounts per established tolerance levels.
- Work with the team to complete long-range projects designed to improve workflows, streamline processes, lower error rates, increase client satisfaction, etc.
- Participate in cross-departmental initiatives formulated to create or improve existing functionality and processes.
- Consistently evaluate and update documented procedures to ensure they are complete, accurate and current.
- Drive performance & cost-efficient process initiatives.
- Manage Profitability of the business