Information Security

Process Management, Operations Management, Quality Assurance, Client Servicing, Team Management

Process Management, Operations Management, Quality Assurance, Client Servicing, Team Management

Business Development, Sales, Pre-sales, Operations

Management

 The job includes the setting up and creation of a Process thorough analysis of the existing service assurance processes. Successful Creation of Processes with extensive interactions with the senior consultants. Co-ordinating the Project Plan; thereby ensuring that the project plan is kept updated and are adhered to. Regular and Effective communication with business people for understanding their requirements and feedback to ensure common understanding. Manpower Management, contingency planning, updation of BPMS and completion of daily reports to MIS/Clients/Operations. Utilization Tracking, Buffer Management & Adherence to the plan. Risk Management Reports (RMR), Shift schedule planning, Transport schedule rosters, Pay roll data, Man Power data, Revenue calculation, Extra hours/Over time calculation, Average Staffed hour report. Floor logistics management and Fault log tracking (follow up & escalation of local system issues). Effectively carrying out the SWOT analysis of agents and bringing them upto the curve. Quality check of all Client specified reports generated during the shift,  Manage manpower availability. Manage performance of the team, ensure availability of latest knowledge on Products across the Team. Ensure Product Knowledge on all Products / services supported and ensure Quality of Services provided by their individual teams. Guide Team members in improvement of individual performance, Identifying personnel eligible for any rewards and recognition programs. Interaction with Customer counterpart on a regular basis for daily operational activities