|BPO / ITES / Telecaller / Customer Care|
|3 - 5 Years|
|14 -18 Lacs (P.A.)|
-Identify local points of contact to provide project support in coordination with Program Managers, Workflow and Capacity Planning.
-Engage with Human Resources to investigate and identify any employment relations or legislative requirements relating to the launch.
-Work with Program Managers to identify program headcount requirements and formulate a recruitment plan with site leadership and recruiters.
-Serve as the primary escalation point for both the local leadership teams and Program Managers on all topics related to the project.
-Provide input to confirm program launch dates and readiness for deployment.
-Assist PM on determining the appropriate level of site communication and provide feedback on a site communication plan if one is required.
-Identify and evaluate potential site-specific risks/obstacles to a successful launch and make recommendations that may impact overall project schedule.
-Review and determine whether or not training materials will be needed for launch and coordinates with the Program Manager.
-Ensure project launch information is communicated effectively to minimize any negative impact at the site while supporting a high level of engagement and implementation.
-Have sole discretion and autonomy for making the GO/NO GO decision regarding the launches of projects, first ensuring that all actions were performed to enable a successful launch.
-Provide support to Program Managers with initial project exception reporting and identifying reporting criteria and ongoing controls needed to sustain the program, if necessary.
-Participate in initial post launch analysis and deep-dives to understand site performance impacts.
-Provide closed-loop feedback to at all stages of deployment to Program Managers (e.g. knowledge gaps, workflow misses, metrics impact, quality issues).
-Be responsible for gathering and summarizing feedback on project launch misses and communicating to all teams involved in a timely manner.
-Will be responsible for driving post-launch effectiveness tracking.
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