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  • 10 - 12 Years
  • Posted : above 1 month

Job Description:

Designation Unit Manager IT Service Delivery

Industry IT Enabled Services

Functional Area Service Delivery & Operations

Reports To

Location Mumbai

Recruiting Company Profile

Origin Consultants Pvt Ltd an Executive Search Services Company has been retained by a Leading IT Services, Business Solutions and Outsourcing Organization to identify Unit Manager IT Service Delivery to be based at Mumbai



As an Unit Manager IT Service Delivery your responsibilities include the following

Responsible for over 5 helpdesk processes for around 130 FTE those are being set-up in Mumbai and Chennai
Putting in place, innovative technology applications & setting up requisite Infrastructure
Manage the Technical support / Customer Care operations for a large US Financial entity as per agreed quality standards
Develop and report a set of process and quality metrics to the customers of the US site to enable process transparency and ensure effective dialogue
Manage a staff of over 60-80 Support professionals, providing effective leadership and ensuring each staff member has goals and objectives and effective performance management environment
Put in place a career development and training environment to allow staff to develop and growth
Put in place a mechanism to review and update the controls environment, including process and policy documentation, accounting controls, IS audits, Risk control measures, job descriptions, performance appraisal and metrics reporting
Monitor forecasted workload (call volume and handle time) by hour intervals throughout the day and analyse reason(s) for variance(s)
Real-time monitor from Avaya CMS (SLs, Available Agents, ASA, etc)
Real-time monitor dynamic routing re-direction activity (in and out) Assignment of Split levels
Notifies partners and business managers on problems with service level and other quality metrics
Submit and track trouble tickets for critical failures, such as call delivery failures, etc, outages
Produce Daily MIS Operations Report to Operations Head
Act as Single Point of Contact for Client and Helpdesk and Partner Operations on real-time enterprise status update
Conduct on-going trend analysis through out the day
Follow escalation procedures for site outage, staff shortage, product defect and other crisis situations
Develop a positive rapport and working relationship with call centre management and team members
Track and report call arrival anomalies (ie, call spikes, outages, etc)
Analyse and identify areas of improvement to share with call centre management and senior management

Desired Candidate Profile

Any Graduates with 10 to 12 years of experience or MBA / MCA with 4-6 year experience in a Technical Voice Support Process
Out of the total experience, 2-3 years experience should be in Training / Quality for technical voice helpdesk process
Coaching and counselling skills with Active Listening skills
Ability to identify errors and provide feedback on the same,
Knowledge on Quality analysis, Orientation & documentation skills
Prior experience as Quality Coach in a technical support process would be a added advantage
Has an ability to Hire, Nurture team members, and take their appraisals
Prior experience in managing large teams of over 25 FTE

Mail your profile in word format to originconsultantsgmailcom

For inclusion in our knowledge base & to keep abreast of Career Opportunities that match your profile connect to Nita Thaker, Director Executive Search on Linkedin

To Discuss Your Profile Call Nita Thaker, Director Executive Search on 91-22-28261800

ABOUT ORIGIN CONSULTANTS PVT LTD

Origin Consultants Private Limited is an Executive Search Company which partners with Professional Organizations in a Human Resource Consulting Process aimed at Talent Acquisition, Recruitment and Selection of Organizational Leaders

Headquartered in Mumbai, India, Origin Consultants Pvt Ltd focuses on Senior and Middle Management positions across Industries Functions and Roles Origin Consultants has established delivery teams and technology infrastructure at Pune, Bangalore, Chennai, Hyderabad and New Delhi

With a Strong Network of Professionally Qualified and Experienced Candidates, Origin Consultants have conducted numerous successful Executive Searches for their Clients Customers of Origin Consultants range from Startups to established Fortune 500 Clients and From the Largest Indian Corporations to Global MNC Multinationals

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Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : IT-Software
Functional Area : HR/PM/IR/Training
Role : Recruitment
Salary : As per Industry Standards
Deadline : 01st Jun 2020

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