Job Summary
Job Description 1
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Monitor quality and progress of work; check and approve subordinates' work (turnaround time, risk analysis, overall team performance, project planning) within authorization level and/or in close cooperation with the manager
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Encourage process improvement, assess proposals of subordinates, and propose changes or improvements to higher management
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Ensure timely and correct reporting to the process manager per applicable procedures and guidelines, and ensure recording and traceability of data
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Comply with Business Systems and practices
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Manage a group of DSS+ agents
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Responsible for coaching and developing subordinates
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Respond to escalations and become process expert on assigned product lines
Key Responsibilities
KPIs 1
|
KPI |
Description |
|
Team Escalations |
Escalations are complaints received from DS/DSM & Sales |
|
Time component for FMR |
Timeliness Response within 3 hours |
|
Team Quality |
Quality Pass rate |
|
Team TRT |
Task Resolution Time: how fast the ticket is resolved |
|
Team Order Defects |
Any order submission that cannot be accepted due to missing or incorrect information, which would result in policy violation or side agreement (if accepted in current form). This order submission is sent back to upstream to be re-created. |
|
Team Sales Compliance |
Contract vs Booking Pass Rate as calculated by Sales Compliance team |
|
Team Productivity |
Total team count of cases closed / total team productive hours |
|
Team Utilization (Attendance) |
% of productive time / billable time |
|
Coaching Compliance |
Timely RCA & coaching delivery |
|
Team Hygiene |
Hygiene metric to capture correct inputs on Vector Tasks |
Skill Requirements
KPIs 1
|
KPI |
Description |
|
Team Escalations |
Escalations are complaints received from DS/DSM & Sales |
|
Time component for FMR |
Timeliness Response within 3 hours |
|
Team Quality |
Quality Pass rate |
|
Team TRT |
Task Resolution Time: how fast the ticket is resolved |
|
Team Order Defects |
Any order submission that cannot be accepted due to missing or incorrect information, which would result in policy violation or side agreement (if accepted in current form). This order submission is sent back to upstream to be re-created. |
|
Team Sales Compliance |
Contract vs Booking Pass Rate as calculated by Sales Compliance team |
|
Team Productivity |
Total team count of cases closed / total team productive hours |
|
Team Utilization (Attendance) |
% of productive time / billable time |
|
Coaching Compliance |
Timely RCA & coaching delivery |
|
Team Hygiene |
Hygiene metric to capture correct inputs on Vector Tasks |