Company Profile
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.
Role & responsibilities
- Seasoned learning leader with experience in designing and implementation of end to end learning architecture in a Contact Centre environment
- Manage and implement quality methodologies such as six sigma, Lean & COPC, at least 15 years in BPO sector.
- Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality.
- Proactive management of identifying trends, producing root cause analysis and providing solutions
- Innovate and improve processes.
- Experience in implementation of Industry tools including but not limited to Gen.ai AI, RPA, ML and application to improve customer journey/Learning experience.
Key Performance Indicators
Business Delivery:
- Create processes to enable quality & training interventions and practices across the life cycle of an employee- from hiring to production.
- Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes.
- Partner with Ops, Process Excellence, Analytics to deliver on key business outcomes
- Enhanced client delivery & reduce cost through process improvement, automation.
- Improve learning & learner experience through innovation. Able to bring in Industry standards and practices to improve overall delivery.
- Experience in implementing Automation projects based ML, AI, Gen,ai & RPA practices
- Manage health of compliance and business risk for all accounts by preempting risks and managing it timely
- In touch with industry standards of QA practices and partnering with cross functional teams to bring it to life
- Partner on TNI creation and advisor improvement journey
- Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client.
- Create & implement robust QA framework including measurement criteria, sampling design, insights and analysis structure & governance.
- Lead the Training function for migration of new businesses from the Client site to desired work location.
- Participate in business pitches and capability demonstration session with new and existing clients
- Work closely with the Client to understand their product/service and then design/customize the training content & Delivery to ensure efficient knowledge transfer as may be required.
- Manage delivery of KPI like STC/STP, Throughput, early tenure attrition, training time reduction, cost reduction, customer experience and risk management to name a few.
People Delivery
- Plan people development and succession planning for team.
- Identify KSA and plan upskilling of the team to meet business and industry standard.
- Responsible for peoples annual goals and month on month review
- Create a culture of Customer experience across all teams.
- Create a culture of learning and innovation across levels
Experience
Required:
- Experience in digital transformation using AI and RPA tools.
- Experience in leading Six sigma, lean projects
- Experience in creating and managing strategic QA framework.
- Experience in leading client interactions
- Experience in working with diverse culture and multi-level Stakeholders.
- Experience in developing and implementing training practices successfully across various client
- Experience in transitioning new clients
- Six Sigma trained and certified
Know-How
Critical:
- Excellent communication & presentation skills.
- Planning and Execution skills.
- Ability to proactively identify current and future needs of the Center.
- Good Interpersonal skills and analytical skills
- Ability to manage Customer critical metric performance.
- Self-driven and Assertive
Personal Attributes/Traits
- Collaborative & consultative
- Socially confident
- Achievement oriented
- Creative
- Analytical
- Communicative
- Agile
- Curious
- Willing to learn
Competencies
- Business Foresight Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities.
- Influencing & driving excellence
- Managing Transformation Ability to work and lead transformations in a dynamic environment.
- Fostering partnerships with internal and external stakeholders
- Working across boundaries collaborative working towards a One Firstsource” identity
- Decision making & Solution oriented skills.
- Data orientation and strategic approach
Disclaimer:
