Job Summary
SD lead-Job Summary The Manager - Operations will be responsible for assisting the Group Operations Manager and the Associate Director – Global Service Delivery 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 and Associate Director – Global Service Delivery 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 Manager - Operations will be responsible for direct management and mentoring of the Supervisors’s working across the entire account to ensure they maintain a high-level of proficiency with the Sponsor/Study-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 (with extra emphasis on the Dedicated 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. 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 ? Participate
Key Responsibilities
2. Maintain And Manage Attendance, Leave Reports, Breaks, And Shift Rosters To Ensure Optimal Staffing And Resource Allocation.
3. Conduct Ad-Hoc Analyses And Participate In Sip Activities Using Windows Tools, Providing Insights For Infrastructure Management And Process Improvements.
4. Resolve Escalations Promptly, Adhering To Established Processes And Quality Compliance Standards, Ensuring A Seamless Customer Experience.
5. Collect And Analyze Customer Feedback To Ensure Positive Customer Satisfaction And Implement Necessary Improvements Based On Insights Gathered.
6. Update The Knowledge Base By Documenting Processes And Analyses Accurately, And Disseminating Knowledge To The Team To Enhance Performance And Operational Effectiveness.
Skill Requirements
2. Solid Understanding Of Windows Operating Systems And Support Tools.
3. Familiarity With Attendance And Leave Management Systems.
4. Basic Knowledge Of Data Analysis Techniques And Infrastructure Management.