Job Summary

The Deputy Manager Operation will be responsible for assisting the Group Operations Manager in managing help desk personnel and all operational functions related to providing the level of support as outlined in the Service agreement. This includes aiding with call forecasting, staffing and scheduling of Analysts and basic operational processes (queue monitoring, analyst remediation, knowledge transfer). Assist with operational reporting as determined by the Group Operations Manager. Work with Group Operations Manager to ensure that all Service Level Agreements (ASA, Abandoned Rate, First Call Resolution, etc) are met in accordance with contractual obligations. Ensure that all team quality thresholds are met (Customer Satisfaction, Quality Scores, etc.). The Deputy Manager Opeation will be responsible for direct management and mentoring of the Supervisors’s and Team Leads working across the entire account to ensure they maintain a high-level of proficiency with the internal and Customer-specific processing rules and SOPs. They will also perform direct mentoring of Level 2 analysts across the entire account, as needed, to help them acquire and maintain any advanced knowledge needed to perform their account-specific duties. With respect to "change management", this position will also be directly responsible for the on-boarding of any new dedicated teams (which includes the coordination of dedicated team trainings - New Hire/ Remediation/ New Dedicated Account) and for direct coordination with all accounts (both dedicated and non-dedicated) to develop any account-specific SOPs, Knowledge Objects, and associated training materials. This position is also responsible for helping to confirm/justify resource requirements based on forecasted call volume, projects, first-hand experience with transaction-processing efficiencies, etc. With respect to "day-to-day management", this position helps to oversee that the workflow is being processed efficiently and effectively across all teams, helps to ensure that all Help Desk Analysts are equipped with the knowledge they need to meet efficiency and service-level targets, and serves as the initial management escalation point across the account team.

Key Responsibilities

Principal Roles and Responsibilities: (Essential Function)

Operational Responsibilities:

• Manage staff to ensure service levels are protected across all service bands.
• Conduct performance appraisals, developing professional development plans, and creating performance

incentive programs.

• Work with HR on disciplinary action to staff.
• Determine staffing requirements based on changing support environment
• Coordinate with Acct Team to forecast call volume based on trends so far and upcoming events.
• Change Management of adding new dedicated pods
• Knowledge Development & Maintenance

• Dedicated Team Training
• External focus on customer’s priorities/needs
• Mentoring of all account Supervisors and Team Leads
• Participate in recruiting of Help Desk staff as needed and provide input/feedback to Group Operations Manager on potential candidates.

• Help to identify staffing requirements based on forecasted call volume, projects, etc.
• Ensure Help Desk Analysts meet efficiency requirements, as laid out by management.
• Build/adjust staff model based on forecast
• Build and adjust schedule across all functions
• Queue monitoring
• React to short term staffing issues (people out, holidays, call spikes, etc.).

Training/QA/Change Management

• Ensure effective execution of all Training Initiatives for the Help Desk team. As such, must work closely with Supervisors to ensure effective change management and knowledge transfer between Client and Account

Team.

• Engage in QA / QC activities as needed. (QA / QC activities include, but are not limited to: Open / Closed ticket Review, QA monitoring / scoring using V-Print, live/observe, etc)

• Consistently maintain high level (deep understanding) of the Client technical / business environment.
• Ensure that Help Desk team members are consistently aware of all changes to existing policies and procedures.

Effectively manage all changes to Client’s technical / business environment by using phone conferences, teleconferences, e-mail, instant messenger, and any other method of communication to interact with the Account

Team, and train employees on these changes.

Skill Requirements

Working Relationships

• Subordinated: Group Operations Manager

• Functional: Works closely with all team members of the account

• External: Client contacts – daily interactions (escalations) and weekly ops calls

Education

• Bachelor’s Degree Business, Computer Science, related disciplined or equivalent combination of professional experience

Other Requirements

SKILLS & COMPETENCIES

• Strong analytical and reporting skills.
• Excellent oral and written communication skills
• Strong understanding of customer service delivery
• Superior organization and prioritization skills
• Strong interpersonal skills
• Ability to delegate and monitor tasks to subordinates
• Strong presentation skills
• Advanced organizational skills
• Advanced Troubleshooting skills

Ability to be flexible to changes in shift schedules as directed by management