Role Purpose
The purpose of this role is to execute the process and drive theperformance of the team on the key metrices of the process.
Do
Ensure process is executed as per the client contract
Conduct briefings before every shift to drive focus on keymetrices and debrief at the end of the shift to drive focus of the teamon quality and adherence to contract compliance processes
Prepare notes from the huddle meetings and share it with theteam
Prepare and share the performance data of the team with theclient at the end of the shift
Interact with the client and prepare note to share updates andchanges with the team
Review the performance on the key process metrices and conductRCA to improve quality parameters
Prepare presentation on weekly and monthly performance data forthe manager to be shared with the client
Collaborate and influence internal key stakeholders to manageand resolve issues to ensure fulfillment and flawless delivery ofprojects
Be part of the discussion between manager and WFM team onforecast and number of agents required
Organize fun hours on Friday for the team to promote teamengagement
Identify opportunities for automation within the account andshare it with the manager
Provide details and data to the automation team to support theautomation initiative
Drive performance of the team on the identified metrices ofthe process
Review last 6-8 weeks performance data (RAG) and identify lowperformers
Provide feedback and coach the outliers/ low performers toimprove their performance metrices
Prepare Performance Coaching & Counselling Plan (PCCP) todocument and support the low performers
Handhold the employees on performance on process and monitor forimprovements
Identify training needs for new joiners especially and tracktheir daily progress
Conduct process trainings as well as refresher trainings areprovided to bridge the capability gap or if there is any change from theclient’s end
Stakeholder Interaction & Management
Coordinate with internal and external stakeholders to ensurecompliance and quality in the delivery for accounts
Interact and engage with the client manager to communicate andupdate progress against account plan, project delivery etc.
Participate in monthly review meetings with Account Deliveryleadership updating them on the status and progress of the account
Work with quality team to ensure the quality improvements as perthe delivery standards of the contract
Provide timely assistance in case of an escalation and supportresolution of escalations/ issues
Effective Team Management
Resourcing
Hire adequate and right resources for the team
Talent Management
Ensure adequate onboarding and training for the team members toenhance capability & effectiveness
Build an internal talent pool and ensure their career progressionwithin the organization
Manage team attrition
Drive diversity in leadership positions
Performance Management
Set goals for the team, conduct timely performance reviews andprovide 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 buildengagement within the team
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Delivery Lead
Cadence around margins and revenues
Quality
Quality assurance and contract compliance, Processimprovements
Transition Team
Handover process
RMAC
Risk compliance
HR
Employee engagement and retention etc.
Talent Acquisition
Hiring
IT
Systems and platforms
Talent Transformation Team, Competency Group
Plan and support delivery of Technical Trainings, knowledgesharing
External
Clients/ Customers
Client connect to give updates and get feedback on the process.Fix any deviations
Display
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
Domain/Industry Knowledge – Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITES/BPOindustry – Competent
Technical Knowledge – FLM Certification by Wipro, Knowledge ofoperational processes, quality certifications etc. in a BPO/ITESsetup– Competent
Project Management – Knowledge of project management and handson experience in Agile methodology – Competent
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.
Expert
Applies the competency in all situations and is serves as a guideto others as well.
Master
Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized within the entire organization.
Behavioral Competencies
Project Management Skills
Analytical Skills
Execution Excellence
Managing Complexity
Handling Pressure
Client centricity
Passion for results
Nurturing people
Stakeholder Management
Deliver
No.
Performance Parameter
Measure
1.
Process Performance
Zero non-conformance on timelines with respect to the client/stakeholder requirements
Productivity
%Metrics met
%deviations
Vaule add to the client (FTE reduction)
2.
Client Management
CSAT/NPS
Zero escalations on delivery
Resolution of escalations
Zero non-conformance on security or compliance requirements
3.
Team Management
Team attrition %, Employee satisfaction score, %technicaltrainings, %general trainings
Customer Service( Reservation)