|BPO / ITES / Telecaller / Customer Care|
|5 - 8 Years|
|14 -18 Lacs (P.A.)|
-Prepares the annual budget and business plan aligned with corporate / divisional objectives for the engagement, Coordinates with the account manager for the account plan (New areas of growth), in order to achieve the business objective of the engagement.
-Accountable for protection of Existing revenue, Revenue growth in the engagement from existing service offerings. Plans and reviews the people, Infra, Technology requirements with the transition team in order to finalize the target delivery model
-Validates and prepares business case for identified opportunities within existing service lines for growth, Discuss and plan for foray into new services in order to meet business objectives
-Provide resources to the transition team to finalize the process definition & documentation, ensures sign off across all processes in scope in order to finalize the To-Be process. Reviews and signs off on the SOW in order to complete the contractual process
-Prepares internal and external governance model in order to track and monitor contractual compliance, employee engagement, performance and relationship health. Signs off on the service quality plan including the quality control, assurance and improvement in order to create a comprehensive quality program for the engagement
-Conducts periodic reviews with ops managers and drives corrective action where required in order to ensure delivery with in SLA
-Conducts monthly financial review with direct reportees and BU head, takes corrective actions on order to ensure meeting of business plan objectives
-Reviews and signs off the KM methodology in order to build effective knowledge repository for the engagement.
-Engages with the key client stakeholders on areas of Improvements and commits resources in order to enhance customer satisfaction
-Identifies training needs for operation managers and signs off on the engagement training plan in order to ensure competency development across domain, operations and behavioral. Creates career development & succession planning for direct reportees.
Infosys BPO focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering. Today's operational landscape is quite complex.