The People Pro

Bibwewadi, Pune

Designation / RoleSr. Manager CRTBandIVAVerticalCustomer Relationship TeamStakeholder ManagementBusiness Teams, Claim Processing Team, Backend Teams, Quality team, Training Team, WFM, RTQM, MIS & LeadershipFunctional /Business ResponsibilitiesManage performance parameters such as Quality, Attrition, Unplanned Shrinkage, Schedule Adherence, AHT, FCR, NPS etc. as per set standards for team of 15-20 CRMsSupervising the performance and providing daily direction to a team of Team Coaches and CRMs to deliver toOrganization goals of service standards, productivity standards and customer experience deliveryReview & monitor daily sample calls for the team to assess team performance and give feedback to the team accordinglyMotivating, recognizing and rewarding, coaching, refresher training and managing customer escalation on callsProvide inputs to the concerned SPOC for team rostering. Conduct one on one and team meeting regularly to provide feedbackUndertake projects for Customer Experience Management, Process Reengineering, Error Reduction, Efficiency Enhancement, Customer DIY/Contact Reduction etcMust Haves:Problem Solving SkillsProcess understanding and reforming abilitiesExcellent Communication Skills in English & HindiPeople Management SkillsStakeholder Management SkillsAnalytical AbilityRequired Qualification / ExperienceFull Time Graduate / Post Graduate

Responsible for Volume/ Lateral hiring* -:Individual Contributor role with direct reporting of 1 Recruiter>Candidate should have strong and in-depth experience to the following areas -: Volume(bulk) & Senior level hiring Expert in driving source mix & maintain CPH Good understanding about BPO Hiring and market knowledge Should be strong on Technology should have used ATS tools and should be well versed with it Vendor Management - Should have strong recruitment vendor relationships on a Pan India level Reports - Should be comfortable with XL and should have had a strong hold on preparing / presenting weekly, monthly, & 6 monthly reports with TA dashboards. Stakeholder Management - Should have had regular interactions with Line Managers Audit - Should have had experience in managing end to end TA audits