Send me more jobs like this

Associate Engagement Manager

Keywords / Skills : Associate Engagement Manager

Posted: 2019-10-04

Role
Other Roles
Education
Other
Posted On
4th Oct 2019
Job Ref code
116399632
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

Similar Jobs
View All Similar Jobs
Walkin for you