Assistant Vice President-Voice-Customer Service
3 days ago
- Formulation and execution of capacity and staffing plans based on medium term business forecast
- Negotiating and finalizing SLA's with the Client - contract negotiation
- Implementing revenue and cost plans
- Establishing a review/ reporting mechanism with the Client
- Developing and approving incentive plans
- Identify and champion improvement projects
- Review the progress of attrition action plans and check effectiveness
- Provide leadership to team of Managers, Asst. Managers and Executives
- Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.
The Performance parameters include:
- Client satisfaction
- Revenue and costs
- Process Improvement
- Employee satisfaction
- Attrition management
* The weightages may change from time to time depending on business requirement
Any other essential function that may occur from time to time as directed by the Supervisor
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