Job Description

JOB DESCRIPTION Form Internal Mapping Vertical CTS Program CIMA Process Role APM/PM/SPM Level Reporting Manager APGM/PGM Location Chandigarh Team Size Candidate Profile Work Experience Minimum 4 Maximum 9 Min. Relevant Other Comments APM- 4-5years PM- 5-7years SPM- 7-9years Skills / Experience Required Must haves . Good Communication Skills - Verbal & Written( Comprehension) . Good Customer Handling Skills . Needs to have ability to adapt to perpetual changes as per Business requirement. . Flexible for 24X7 Shifts Good to haves . Good Knowledge of excel . Experience in Troubleshooting related process . Experience in cable or telecom industry . Ability of analyzing information and evaluating results to choose the best solution and solve problems Key Competencies Critical Competencies . Ability to quickly and efficiently assimilate process knowledge . Strong process orientation, good people management and leadership skills . Detail & result oriented, self motivated with good analytical skills & ability to cope with pressure . Excellent communication and interpersonal skills including English language skills . Professional in conduct/behavior, appearance, and communication Additional Competencies . Team Handling . Motivation . Time Management . People Management . Client Management Behavioral Attributes & Other Comments . Ability to work in teams . Flexible to work in rotational US Shifts . Eye for detail . Should not have any commitments - part time courses, tuitions Roles & Responsibilities Job Responsibilities . Ensure Critical Performance Metrics are met consistently . Prepare and circulate Client / Vendor Decks . Lead Client / Vendor reviews / calibrations . Revert to client/vendor queries on routine issues . Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely . Manage multiple teams . Perform audits and quality checks on the Team Leads & Floor Supports . Provide feedback to the Team Leads & Floor Supports periodically on their performance . Ensure cross skilling and periodic process re-verification to ensure resource pool . Perform Training Need Identification for teams . Perform Bottom Quartile Management . Ensure directives from Senior Leadership are percolated and acted upon . Hold periodic meetings, discuss task delegation and review issues . Conduct team huddles and meetings to discuss Operational updates . Build team spirit through group sessions, activities, projects . Focus on Retention of staff through Career mapping & guiding the team members . Advocate and follow the organizational policies and procedures . Candidate shall adhere to the information security requirements. Role & Expected outcomes . Ensure all client deliverables met with in timelines . Ensure productivity/Quality enhancement and process met all metrics . Remediation of any major incident . Client MBR/QBR deck, Client Calls, reviews Interview Process Hiring Manager Name Contact No. E-mail Id Preferred Slot (time zone) Interviewer 1 Interviewer 2 (if applicable)

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