HCL Technologies Ltd - BPO Services
Process Management: Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Mapping client's requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the client. Creating & implementing workflows to facilitate structured support in all areas and issues. Overseeing process improvement initiatives through system changes, process re-alignment / redefining & efficiency management. Sending reports to the Top Management and maintaining the agreed SLA & thereby focusing on maximizing customer experience while optimizing costs.
Operations Management: Implementing short/long-term plans for achieving process objectives.Coordinating with the external and internal clients (SDLs, QA, Training etc.,) and providing regular feedback & updates on training, recruitment, procedures etc. Actively participating in resolving operational issues as well as implementing new process & procedural changes by directly dealing with on/off shore clients through e-mails and daily conference calls.
Customer Relationship Management: Supervising customer service operations for rendering and achieving quality services; providing second line customer support by taking escalations, ensuring minimum TAT.Maintaining cordial relations with customers to sustain the profitability of the business.
Team Management / Training & Development: Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.Creating & sustaining environment that fosters development and motivates high performance.Creating and developing a positive working environment to enhance productivity through personal impact by way of groupteam meetings, 1:1's etc. Conceptualizing & developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency.