· Manage a team of Frontline Managers(TLs) and a team of Delivery Support Agents.
· Manage KRAs like SLA, Transcription Queue Time, Cost per Order, Lower hold orders etc.
· Drive initiatives to lower Contact Center Operating Cost(OPEX).
· Drive efficiency to maintain optimum Result-Resource ratio.
· Drive lower frontline attrition rate through better people engagement.
· Partner with functions like Technical, Product Management, Supply Chain Management to solve any issue that may be detrimental to achieving daily operational goals.
· Liaise with Human Resources to identify Employee Happiness Index from time to time and drive initiatives to improve the same.
· Maintain record of Monthly Pay inputs for Contact Center employees and furnish the same to Payroll for a quick and error free salary payout.
· Identify process NVAs from time to time and drive projects to remove the same helping our end customers get quick and high quality services that forms the ethos of our organization.