Purpose of the Job:
Responsible for keeping the attrition at a minimum and engagement in high-performing zones.
Key Responsibilities:
- Create and maintain a winning culture in their global division and ensure a positive employee experience. Supports the WCAT and follows through with Company initiatives to drive a winning culture.
- Capacity building, capability building, reviews of manpower utilization & ensure that Manpower is fully & effectively utilized on daily basis.
- Closely monitor the process-wise quality issues & take necessary action to improve & stabilize the process.
- Troubleshooting & Manage escalations.
- Ensure customer satisfaction. Owning CSAT.
- Team Management and Training and development of staff.
- Provide guidance for an efficient and high-quality functioning team; promote synergy and best practice sharing amongst resources.
- Drive collaboration with stakeholders to manage high communication standards and deliver best-in-class services.
- Provide guidance in methodologies and processes to enable enhancement of delivery.
- Productivity & quality improvements continuously.
- Driving a culture of Delivery Excellence and moving up the maturity to be best in class.
- Develop a winning culture within the team.
- Work on new prospects/ clients and need basis requirements.