Job Description

India




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JOB DESCRIPTION

Form Internal Mapping Vertical CTS Program CHAT 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

• Analytical Skills

• MS Office (Excel/Power point)

• Presentation Skills

Good to haves

• Good Knowledge of excel

• Experience in Troubleshooting related process

• Experience in Chat 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 (Night Shift)

• 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)













JOB INFO

• 
  
  Job Identification
  Ch-CTS-Special Project-PM-52741
  
  Posting Date
  02/05/2022, 06:00 PM
  
  Degree Level
  Bachelor\'s Degree
  
  Job Schedule
  Full time
  
  Locations
  
  
  Agilyst Consulting Pvt. Ltd, ,2nd Floor,Towers A & B, DLF Technology Park, Chandigarh, 160101, IN