CCOD Lead (call center operations)

Role Purpose

The purpose of the role is ensure all incoming non-voice (email) queues for all clients/accounts are responded to and resolved within the Average Speed of Answer (ASA) and per contract, through effective inventory management, capacity planning, skilling and reporting.

Do

Ensure process excellence through effective inventory management, capacity planning & skilling

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)

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

Skilling

Optimize manpower and minimize leakages by effectively reskilling and mapping as per inventory shared by client (daily and monthly)

Conduct the skilling exercise every interval to ensure the emails are assigned to agents with relevant skills

• 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 stakeholders

Lead 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

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 committed

Weekly 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 fulfilment and training

Escalate t echnology issues to tech spocs across locations , keeping c lient in loop in case of major tech issues impacting SL

Liaison with THD (Transport Helpdesk) & FMG team to ensure smooth flow of transport and on time reporting

Inform the THD & FMG teams in case of major transport issues on any routes

Update THD & FMG in case of Client Holidays, change in working hours (DST - NDST) for them to plan accordingly

Handle transport related issues and employee escalations

BCP co-ordination with THD & FMG team to ensure smooth flow of process and a ttend Transport BCP o n request

Effective Team Management

Resourcing

Hire adequate and right resources for the team

Talent Management

Ensure adequate onboarding and training for the team members to enhance capability & effectiveness

Build an internal talent pool and ensure their career progression within the organization

• Manage team attrition

Drive diversity in leadership positions

Performance Management

Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports

Ensure that the Performance Nxt is followed for the entire team

Employee Satisfaction and Engagement

Lead and drive engagement initiatives for the team

Track team satisfaction scores and identify initiatives to build engagement within the team

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

SL Leadership

Monthly Interaction & Reporting, Strategy and governance

WFM

Manpower planning, shift planning as per workload etc.

Delivery Lead

Cadence around margins and revenues

Quality

Quality assurance and contract compliance, Process improvements

Transport Helpdesk & FMG

Transport rooster, requests, calendar management

RMAC

Risk compliance

HR

Hiring and employee engagement and retention etc.

IT

Systems and platforms

Talent Transformation Team, Competency Group

Plan and support delivery of Technical Trainings, knowledge sharing

External

Clients/ Customers

Client connect to give updates against project and get feedback on the process. Fix any deviations

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

• Behavioral Competencies
  • Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Client (Internal) Centricity
  • Effective Communication

Deliver

No.

Performance Parameter

Measure

1.

Process & Performance

Zero non-conformance on timelines with respect to the client/ stakeholder requirements

%Metrics met

%deviations

ASA

2.

Client Management

CSAT

Zero escalations

Resolution of escalations

Zero non-conformance incidence

3.

Team Management

Team attrition %, Employee satisfaction score, %technical trainings, %general trainings

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