FUNCTIONAL/ OPERATIONAL:

Customer:

• Ensure SLA performance reports are published timely and accurately

• Ensure scheduling /rostering is done accurately factoring the past trends to make sure that the Service levels are not impacted thereby leading to end user dissatisfaction

• Attends weekly review meetings with clients on various reports.

• Customizes reports as required by clients.

• Interacting with multiple level of leadership across functions/verticals

• Provides daily/weekly/monthly/quarterly/yearly & any ad-hoc performance report to OPS and the client, based on internal metrics

• Ensure all Operations processes relating to SLA adherence e.g. Break schedules, leave management, and performance tracking are done on a regular and timely basis

• Required to comply with any client & process updates (internal/ external) for accurate tracking of performance and data.

• Taking ownership of enhancing performance through feedback and coaching from supervisors.

• Liaise with other departments, both internal and external

• Creating new templates and modifying existing ones to simplify data collection from various sources.

• Auditing data received from various sources.

• Sharing relevant MIS information with other departments as and when required.

• Develop short term & Long term workload forecasts

• Reviews & Analyses information given by the Operations for Payroll.

• FUNCTIONAL/ OPERATIONAL:

  
  

  Customer:

  ·       Ensure SLA performance reports are published timely and accurately

  ·       Ensure scheduling /rostering is done accurately  factoring the past trends to make sure that the Service levels are not impacted thereby leading to end user dissatisfaction

  ·       Attends weekly review meetings with clients on various reports.

  ·       Customizes reports as required by clients.

  ·       Interacting with multiple level of leadership across functions/verticals

  ·       Provides daily/weekly/monthly/quarterly/yearly & any ad-hoc performance report to OPS and the client, based on internal metrics

  ·       Ensure all Operations processes relating to SLA adherence e.g.  Break schedules, leave management, and performance tracking are done on a regular and timely basis

  ·       Required to comply with any client & process updates (internal/ external) for accurate tracking of performance and data.

  ·       Taking ownership of enhancing performance through feedback and coaching from supervisors.

  ·       Liaise with other departments, both internal and external

  ·       Creating new templates and modifying existing ones to simplify data collection from various sources.

  ·       Auditing data received from various sources.

  ·       Sharing relevant MIS information with other departments as and when required.

  ·       Develop short term & Long term workload forecasts

  ·       Reviews & Analyses information given by the Operations for Payroll

  • High emotional intelligence, ability to read and navigate situations and diverse audiences with respect

  • Resilience, optimism, and a sense of humor

  
  

  Information Security

   

  General Security Responsibilities:

  • Adhering to Information Security Policies and Procedures

  • Ensuring compliance to Information Security Policies and Procedures

  Specific Security Responsibilities:

  
  

  • Understand and Comply with Information Security Policies and Procedures, and report all security incidents.

  • Ensure the audit non-compliances are fixed within the stipulated timelines.

  • Protect information entrusted to you.      

  • Follow the information labeling and handling procedures based on the classification level of the asset.

  • Follow the Clear Screen and Clear Desk Policy.

  • Adhere to the Code of Conduct, email usage policy and customer information and data security policy.

  • Comply with the Non Disclosure Agreement.

Desired Candidate Profile

• Graduate from recognized university in any discipline. / Undergraduates with two years of experience    

• Overall 4 years customer service experience with minimum of 2 year experience as MIS role