AGM - Service Operations Training

Role

AGM - Service Operations – Training lead (CBO) at Chennai

Job Level/ Designation

M2

Function / Department

Customer Service – Corporate / Service Partner Operations

Location

Chennai

No of Positions

1

Job Purpose

Position will be responsible for Backoffice Training operations as a part of Service Partner operations for delivery of training operations with consistent execution, collaborative and robust engagement with peers (clusters /circles) and partners. Adherence to the national training guidelines by liaising with partner/ corporate teams to track and drive compliance to Hiring and Training. Identify training needs and drive suitable training initiatives for overall development of the process.

Key Result Areas/Accountabilities

• 100% evaluation of new manpower at the time of hiring. Manage and deliver Training effectiveness at the site through engagement, review and governance with internal teams, circles and partners to deliver key targeted customer experience.

• Frontline Focus: Implement and drive Governance and Control to ensure delivery of Backoffice KPI’s namely TAT, Quality of Closure and TNPS Re-poll Lead the planning and implementation of Training programs and Frontline skilling initiatives. Ensure high quality resolution is happening to reduce repeat and improve customer satisfaction.

• Training Administration and Analytical Support- Periodic reviews with partner/Circle/Corporate stakeholders on training performance Adherence to the national training curriculum and guidelines

• Accurate and On-Time Process & Product Content update and cascade through appropriate knowledge management tools

• Daily audit of transactions and end to end follow ups on the closure of the findings.

• People Management – Stakeholder Management on account of driving Training KPI’s. Strong Partner & Circle Management and Corporate interface

• Ensure Sustenance and Improvement and explore opportunities for automation & Digitization

Core Competencies, Knowledge, Experience

• Domain Expertise: Preferably from Telecom with deep understanding of Backoffice operations, Service Request management Or from similar service industries like banking back office operations type.

• Partnership Management – To own, build and manage partner relationships to extract necessary short & long-term win-win outcomes from partners, through close coordination and engagement with other support teams

• People Management skills – communication, inter-personal skills, collaboration, coaching and motivation as well as the ability to mediate/influence/direct key outcomes in the interests of the customer and business

• Strong Execution skills – Extracting deliverables on a day-to-day, month-on-month and quarter-on-quarter at Backoffice centres managed through effective analytics and implementation skills with partner, circle and cross-functional teams

Must have technical / professional qualifications

• Graduate/Post Graduate/ MBA with a min 7 - 10 years of experience in various customer service roles with experience in similar role in the last 2 years

• Preferably Six sigma green belt/ Black belt certified.

• Deep and continuously refreshed understanding of customer experience processes – across the gamut of operations, systems, training and quality

• Exposure to reporting and analytics tools

Who can Apply

With relevant experience