Job
Description
As the Transition Coordinator, your role involves coordinating the transition process, which includes resource planning, infrastructure development, process documentation, training, certification, operations resource planning, quality planning, compliance, talent management, and service delivery. Your key responsibilities will include: - Coordinating the transition process by identifying and planning resources, coordinating infrastructure and technology requirements with the transition team - Finalizing process documentation and obtaining sign off for specific processes within your responsibility to finalize the To Be process - Providing inputs on training and certification methodology to ensure appropriate skilling on engagement - Planning and monitoring resource deployment, team size, shift utilization, skill sets, technology rollout, and ongoing monitoring for specific processes to ensure compliance with budget pricing assumptions - Reviewing service quality plan, including quality control, assurance, and improvement, to establish a comprehensive quality program for specific processes - Reviewing process compliance and signing off on SOP changes as part of the quality plan to ensure process robustness - Implementing career development and succession plans for direct reports and career development methodology for the team in specific processes to ensure sustainable employee engagement and motivation - Having experience in Voice process and driving Customer Satisfaction (C Sat) and Net Promoter Score (NPS) as deliverables - Experience in driving up-selling in the process - Responsible for individual performance metrics such as productivity, accuracy, and utilization - Maintaining and improving call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvements - Accomplishing organizational goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments Qualification Required: - Operations experience, specifically in Customer Service As the Transition Coordinator, your role involves coordinating the transition process, which includes resource planning, infrastructure development, process documentation, training, certification, operations resource planning, quality planning, compliance, talent management, and service delivery. Your key responsibilities will include: - Coordinating the transition process by identifying and planning resources, coordinating infrastructure and technology requirements with the transition team - Finalizing process documentation and obtaining sign off for specific processes within your responsibility to finalize the To Be process - Providing inputs on training and certification methodology to ensure appropriate skilling on engagement - Planning and monitoring resource deployment, team size, shift utilization, skill sets, technology rollout, and ongoing monitoring for specific processes to ensure compliance with budget pricing assumptions - Reviewing service quality plan, including quality control, assurance, and improvement, to establish a comprehensive quality program for specific processes - Reviewing process compliance and signing off on SOP changes as part of the quality plan to ensure process robustness - Implementing career development and succession plans for direct reports and career development methodology for the team in specific processes to ensure sustainable employee engagement and motivation - Having experience in Voice process and driving Customer Satisfaction (C Sat) and Net Promoter Score (NPS) as deliverables - Experience in driving up-selling in the process - Responsible for individual performance metrics such as productivity, accuracy, and utilization - Maintaining and improving call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvements - Accomplishing organizational goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments Qualification Required: - Operations experience, specifically in Customer Service
