Manager: Technology Support - Deloitte

A leading Global Client seeks qualified professionals to join their team. The Firm differentiates itself from other call centres. The work culture encourages high performance in delivering outstanding service, and the Rewards and Recognition programs encourage taking initiative.

The technology Support team expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be ready for change.

Role Responsibilities:

• Determines call centre 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 centre 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 centre 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 centre 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 centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
• Prepares call centre 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 centre 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 the development of goals
• Develop and manage operations from a 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 centre 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 centre role
• Responsible for Service delivery as mentioned in the MOU
• Ensure a high level of customer satisfaction – internal and external.
• Involved in SLA Management, Rostering, Scheduling
• Managing operations from a 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 an 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 centre team’s role in Firm Disaster Recovery, which 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 a minimum Bachelor's degree (B.Sc./B.Com/BCA) with a 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