• Documented monthly performance review of Agents and Assistant Managers.
• Executive quarterly and annual appraisals of Agents and Assistant Managers and consequent development processes effectively.
• Appraisal of Agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor Agents and TL
• Drive reward and recognition activity on the floor. Get participation and create enthusiasm.
• Drive process improvement activity on the floor using process excellence methodology.
• Span of Control: 50 people. (Except low end simple processes)
• Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the process.
• Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
• Stay in touch with the Client at the Process Owner level on a daily basis to review progress.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
Skills Required:
• Minimum 8 years of work experience in Business Process Off-shoring.
• Should have at least four year of supervisory experience in international Voice business, preferably in UK client domain and Insurance industry.
Please submit CVs to lameez@odwyerpersonnel.co.za or cv@odwyerpersonnel.co.za.