Job Description

1. Ensures smooth performance of daily SSC operations
2. Carrying out day to day operation

Job Responsibilities

1. Manages daily operations of SSC and handles individuals performing similar activities
2. Monitor activities performed by executives and direct individuals in case of any discrepancies
3. Manages activities through daily/ monthly/ annual dashboards and MIS at executive levels to ensure SLAs are met
4. Handles escalations and delegates workload to ensure smooth functioning
5. Handle calls when call volumes are high and are able to minimize call drops due to surge in volume
6. Ensures quick resolution of tickets (OIF, Pullout request, maintenance request, break down call, etc.) by defining KPIs for CDE executives working at SSC. Performs a monthly check through reports on the aging of open tickets and time taken to close tickets
7. Ensures quick resolutions of escalations arising due to customer disputes, asset mismatch/ missing, break-down, and maintenance call escalations
8. Reduction in repeat calls for same customer and analysis of problems faced by the customer to ensure lower calls from the customer. Flags vendor servicing and repeat calls with the same problem
9. Performs checks with QC to ensure document verification Quality.

Shared Services Operations for Non -Voice Processes

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Job Requirement

Graduate qualification from a reputed Institute/university. Postgraduate preferable.
3-4 years in an operational capacity with exposure to operations in respective process areas.