Manager - Technology Support at Deloitte

Role Responsibilities:

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves 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 improvement and quality assurance programs; installing upgrades.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analysing, and summarizing data and trends.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Involved in development of goals
• Develop and manage operations from Process and measurement standpoint
• Share best practices across the process and facilitates process improvements/ cost reduction initiatives
• Responsible for budget control and management
• Involved in hiring & termination decisions 
• Determines staff rating for annual performance review that impacts compensation    
• Recommends financial rewards and recognition throughout the year to top performers 
• Develops and approves the monthly incentive plan and other such reward programs
• Coordinates group activities to build morale 
• Coordinates with other service lines in finding appropriate roles within the firm for Call center personnel
• Coordinator with other support groups to ensure Call Center staff have needed services (transport, facilities, security)
• Overall motivation and morale of the group; Performance Management, coaching and feedback, counselling of supervisors and Associates 
• Coordinates local call center team's role in Firm Disaster Recovery that includes all US offices, with periodic emergency drills
• Develop, review and manage a robust BCP plan in conjunction with the US offices 
• Showcase Call Center among Regional, Firm Wide forums and International Member Firms (example: Deloitte Australia)
• Interacts with cross-functional and cross-cultural teams both directly and virtually
• Represent the Call Center in Internal as well as Client-facing demonstrations, in conjunction with Audit, Tax, or Consulting engagements featuring a call center role
• Responsible for Service delivery as mentioned in the MOU
• Ensure high level of customer satisfaction – internal and external.
• Involved in SLA Management, Rostering, Scheduling
• Managing operations from Process and measurement standpoint
• Share best practices across the process and facilitates process improvements/ cost reduction initiatives
• Optimum resource utilization and workforce planning
• Ability to perform behavioural interviews
• Involved in hiring & termination decisions and budget management
• Determines staff rating for annual performance review that impacts compensation    
• Recommends financial rewards and recognition throughout the year to top performers 
• Managing Asst. Managers on performance metrics  
• Overall motivation and morale of the group; Performance Management, coaching and feedback, counselling of supervisors and Associates 
• Coordinates local call center team's role in Firm Disaster Recovery, that includes all US offices, with periodic emergency drills
• Manage a robust BCP plan in conjunction with the US offices
• Interacts with cross-functional and cross-cultural teams both directly and virtually

Qualifications

• Possess minimum of Bachelors’ degree (B.Sc./B.Com/BCA) with computer science and electronics background) or non-engineering or any other related field.
• Minimum of 11 years cognate experience in a related field of work