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Manage the operations ensuring the results of the metrics set by the clients.
- Ensures Qualfon DSG complies with the performance metrics for client satisfaction and exceeding expectations:
- Performance Metrics (among others):
- Scorecard (Client)
- Quality
- Adherence
- Turn Times
- Throughput
- Analyzes report statistics and arrival patterns to ensure adequate staffing to ensure established service levels are achieved.
- FGD (Focus Group Discussions) to help identify and address concerns from all levels of employees on the account.
Manage the accounts at the operational level, ensuring the production, cost and financial results of the metrics set internally.
- Ensures Qualfon DSG complies with the internal metrics:
- Manpower Utilization (Internal Productivity)
- Attrition
- Production (hours)
- Others
- Forecasts account revenue and spending and aligns so that revenue and EBIT goals are being met.
- Understands and maximizes impact on financial performance of the operations department.
- Manages report of productivity in terms of hours produced vs. paid hours.
- Manages statistics on production (hours of operation) and operating costs.
- Monitors and analyzes the internal metrics related to productivity and direct costs, indirect costs, all related to the financial part.
Active communication and direct point of contact with the Vendor Management Offices in the US.
- Organizes and attends conference calls.
- Uses electronic (E-mail, chat, SMS).
- Makes and oversees operational escalations.
- Strategizes, operates, gives and receives feedback, and escalates.
- Provides updates as to the performance of the accounts.
Analysis of results and action plan creation.
- Analyzes areas of opportunity based on results obtained in different operational stages at the strategic level and produces and implements action plans.
- Defines action plans for improvement.
- Develops and implements strategic action plans and workflow processes.
- Brings concerns and suggestions for improvement to the ManCom in their weekly meetings and deliberations.
Talent Development.
- Identifies and develops key personnel.
- Provides feedback & coaching in timely manners.
- Identifies and recommends training.
- Identifies gaps in leadership team and creates training and development plans to fill gaps as necessary.
- Follows up meetings.
- Organizes the agenda.
- Forecasts department training needs to meet desired FTE.
- Develops and implements programs that enhance employee motivation and maintain a positive work environment.
- Provides leadership for management initiatives to develop good communication between its members to drive performance.
Area of expertise (Skills)
At least 4 years' experience in Back Office Operations and Production, with at least 2 to 4 years in Supervisory or Managerial capacity.
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