Process Head
Equinox
Total des années d'expérience :8 years, 0 Mois
1. Span of control 75 FTE’s (Inbound Calls and chats for Infusionsoft)
2. Span of control 20 FTE's (Presales and free trials for Infusion soft and new onboarding processes.
3. Maintaining performance graph and Customer Satisfaction Surveys and updating it to the team oq weekly & monthly basis.
4. Conducting performance reviews for Operation's Team.
5. Deep dive analysis of Client KRA's (C-sat, FCR, AHT, Service level, ASA, Quality)
6. Productivity Analysis and glidepath.
7. Monthly, quarterly and yearly review with Clients.
8. Preparing Individual action plans for the Leadership who have low performance.
9. Preparing Team action plan for the metrics in which the team has low score.
10. Driving SITE level Contest to achieve and exceed the different KRA’s specified to the process
11. Productivity and throughput review of training materials and training team
12. Taking care of the FTE billing for the process & invoice preparation.
13. Creating Weekly, Monthly and Quarterly Business Review to be presented to the Client.
14. Taking care of site attrition and monthly headcount as per client forecast.
15. Conducting weekly & monthly performance R&R for the process.
16. Driving Productivity & Occupancy for the site in accordance with AHT target.
17. Analysis of new software, programs and workshops for Leadership career development and process improvement.
RESPONSIBLE FOR HANDLING TECHNICAL QUERIES OF AT&T DSL CUSTOMERS IN US.
TAKING CARE OF THE TRAINING OF THE NEW JOINERS AND HANDLING A TEAM OF 20 AGENTS. CLIENT HANDLING AND MAPPING FUTURISTIC PLAN OF ACTION.