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Associate Engagement Manager

Keywords / Skills : Associate Engagement Manager

Posted: 2019-10-04

Other Roles
Posted On
4th Oct 2019
Job Ref code
Job Description

Core Activities
  • Be a neutral operator/trusted advisor ensuring smooth functioning across teams.
  • Act as a SPOC for Night shift and Local management
  • Participate in hiring of new ISC contractors not limited to justification, REQ creation and interviews
  • Act as a SPOC for handling contracts and PO process for contractors in ISC.
  • Interact with the key night shift/contractor stakeholders and report all the anomalies
  • Participate in regular synch ups involving Contractors/night Shift
  • Provide monthly operational metrics and highlights to senior leadership
  • Organize and conduct ISC Support Council across shifts
  • Follow and participate in the improvement of established team processes
  • Accountable for overall quality of service delivery and customer satisfaction from ISC contractors ensuring
    • Onboarding
    • Process Training
    • Soft Skills training.


Additional Activities to Scale
  • Own Support Coverage Across Shifts including Weekend coverage, Holiday coverage & Emergency Coverage.
  • Monitor and track closure of feedback and Action items from the APJ Ops Review
  • Collaborate with peers and multi-functional teams for e.g. Working with IT on outages
  • Act as a SPOC for Five9 queue management
  • Monitoring alerts and ensuring follow up actions

The candidate must be proficient in spoken and written English to be able to communicate with Customers globally

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