AGM – Service Operations (Lead Outbound & Back office)

Other
Mumbai, IN
February 21, 2023

Job Overview

  • Date Posted
    February 21, 2023
  • Location
    Mumbai, IN
  • Expiration date
    --

Job Description

About: 


Role Title

Lead – Outbound & Backoffice operation

Position No

 

Function

Service Partner operations

Sub Function/ Vertical/ Department

Tech Support

Band

M2

Reports to Role (Position No)

 

Location

Corporate – Mumbai

Date of last update/approval

 

 

 

 

  1. Organisation Structure

 

Add/removes roles as required to capture the Organisation structure accurately

 

  1. Job Purpose (In one or two sentences)

The position support outsourced partner operation in outbound & backoffice formats. Run governance with OSCC & IT teams.

 

  1. Key Accountabilities / Key Result Areas (Max 5)
  • Application uptime & day to day operational support to OSCC teams
  • Incident management & Issue resolution
  • New OSCC transition & IT migration as per business requirement & timelines
  • Demand(DM), Regulatory/IT/infosec governance

 

 

 

 

  1. Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)
  • Customer service operation
  • Exposure to CC applications & Telephony
  • Strong communication, collaboration and execution with ability to direct &  influence key outcomes in interest of customer & business
  • Graduate. Preferably MBA with 8-10 years of experience. Prior experience in contact center operation added advantage

 

  1. Key Performance Indicators (Max 5)
  • Day to day support to operations teams/application uptime
  • Timely resolution and corrective action
  • Compliance to policy guidelines & audit observations
  • Adherence to new OSCC/IT migration project plan
  • New initiatives/business value adds

 

  1. Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.
  • SPO opex to be lower than budget
  • Ensure penalties are minimum

 

 

  1. Risks, Challenges, Job Context (Short Description)
  • Application uptime
  • Incident management & Issue resolution
  • OSCC Transition & IT migration milestones, timeline
  • Stakeholder management and buy in(Corporate/Circle/Partner)
  • OSCC & IT governance, compliance to audit observations & policy guidelines  

 

  1. Job purpose of Direct Reports & Dotted Reports

Direct Report / Dotted Report Position

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