About Firstsource:

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. We specialize in helping customers stay ahead of the curve through transformational solutions that reimagine business processes, delivering increased efficiency, deeper insights, and superior outcomes.

As trusted brand custodians and long-term partners to over 100 leading brands, we have a presence in the US, UK, Philippines, India, and Mexico. Our 'rightshore' delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies.

Role & Responsibilities:

• Act as an intermediary between the client and Firstsource, facilitating communication.
• Achieve monthly performance targets.
• Utilize and relay updates regarding changes in regulations, policies, and procedures.
• Ensure adherence to both Federal and State Laws in all contact centre activities.
• Formulate action plans to achieve departmental objectives.
• Drive governance calls with stakeholders and clients
• Responsible for creating a learning environment across the organization.
• Meet contractual client obligations
• Meet operational expectations by implementing and maintaining high CTQ standards
• Meet internal / client SLAs (NPS, AHT, customer experience, efficiency, qualitative metric, etc) Top of Form
• Drive Accuracy Targets, Audits, Calibration calls, Implement Robus Feedback, drive accuracy performance of Ops agents
• Meet retention target for the team
• Process improvement through implementation suggestions maximize the efficiency
• Lesser incidents of critical ops process escalations
• Build new client relationships and sustaining existing client relationships
• Build strong internal stakeholder relationships
• Effectively identifying training needs for all employees and sketch out the training calendar/schedules.
• Liaise with cross-functional teams (EE, Ops, Hiring) and improvise training output and effectiveness
• Drive RCA and CAPA sessions
• To periodically conduct reviews and track performance of trainers & QA
• Evaluate effectiveness of training and identify re- training needs.
• 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
• Implement robust monitoring of internal QA and maintains an efficient performance management system
• Lead project delivery teams through the adoption of PE principles, practices, tools, and techniques ensuring activity meets expected time, cost, benefit, and quality outcomes

Educational/Professional Qualifications:

• Bachelor's Degree or Post Graduate Degree
• Prefer certified Six Sigma Green Belt, Lean Practitioner / equivalent Quality Certifications

Required Skills:

• Communication Skills
• Interpersonal skills
• Problem Solving skills