Role Responsibilities:
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
- Prepares call center performance reports by collecting, analysing, and summarizing data and trends.
- Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Involved in development of goals
- Develop and manage operations from Process and measurement standpoint
- Share best practices across the process and facilitates process improvements/ cost reduction initiatives
- Responsible for budget control and management
- Involved in hiring & termination decisions
- Determines staff rating for annual performance review that impacts compensation
- Recommends financial rewards and recognition throughout the year to top performers
- Develops and approves the monthly incentive plan and other such reward programs
- Coordinates group activities to build morale
- Coordinates with other service lines in finding appropriate roles within the firm for Call center personnel
- Coordinator with other support groups to ensure Call Center staff have needed services (transport, facilities, security)
- Overall motivation and morale of the group; Performance Management, coaching and feedback, counselling of supervisors and Associates
- Coordinates local call center team\’s role in Firm Disaster Recovery that includes all US offices, with periodic emergency drills
- Develop, review and manage a robust BCP plan in conjunction with the US offices
- Showcase Call Center among Regional, Firm Wide forums and International Member Firms (example: Deloitte Australia)
- Interacts with cross-functional and cross-cultural teams both directly and virtually
- Represent the Call Center in Internal as well as Client-facing demonstrations, in conjunction with Audit, Tax, or Consulting engagements featuring a call center role
- Responsible for Service delivery as mentioned in the MOU
- Ensure high level of customer satisfaction – internal and external.
- Involved in SLA Management, Rostering, Scheduling
- Managing operations from Process and measurement standpoint
- Share best practices across the process and facilitates process improvements/ cost reduction initiatives
- Optimum resource utilization and workforce planning
- Ability to perform behavioural interviews
- Involved in hiring & termination decisions and budget management
- Determines staff rating for annual performance review that impacts compensation
- Recommends financial rewards and recognition throughout the year to top performers
- Managing Asst. Managers on performance metrics
- Overall motivation and morale of the group; Performance Management, coaching and feedback, counselling of supervisors and Associates
- Coordinates local call center team\’s role in Firm Disaster Recovery, that includes all US offices, with periodic emergency drills
- Manage a robust BCP plan in conjunction with the US offices
- Interacts with cross-functional and cross-cultural teams both directly and virtually
Qualifications
- Possess minimum of Bachelors’ degree (B.Sc./B.Com/BCA) with computer science and electronics background) or non-engineering or any other related field.
- Minimum of 11 years cognate experience in a related field of work
How To Apply For The Job | Manager – Technology Support at Deloitte
To submit your application, click on the link below and complete all relevant fields on the online application form.
Closing Date: 15th November, 2022