Quality Advisor Supervisor/ Team Leader in BPO

My name is Priya Monga, I am currently working as a Quality Advisor in a BPO name Concentrix in Gurgaon. I have been working in this industry since 2009 and have almost 11 years of experience. I started my career as an executive working in a call centre for the post of a voice program where I used to resolve customer's queries over the phone calls as a front-line resource of the Organization. I have had a great working experience of working in different processes for different Lines of Business. I am handling team from last 8 months as a lead.

Roles and Responsibilities:

Audit number of recorded calls given by the client daily.
Improving the quality of call centre agents calls.
Highlighting areas of risk in business.
Reduction of business risk
Train agents on Quality policies and procedures.
The improvement of overall contact centre performance.
Sharing valuable data with Operations leaders that can help with modification of agent behaviour, performance and improving the customer experience.

Background of EBI Proposal

We are living in unprecedented times and the situation is something which feels like the new normal. We don’t know when are we going to get out of this pandemic and how will we overcome this challenge. Anyway, everyone is doing all the best they can and so am I. Being a team lead is challenging, you are not your boss but instead, you need to take a bunch of people and handle them from their most basic needs to their slightest misconduct. Managing our self is comparatively easy but managing a set of people in the workplace can be a herculean because you now have to balance pace with everyone working in your team and also by making sure that they look up to you for their management.

Since I am now handling a team as well. The biggest challenge I face lies in achieving the accuracy and production targets given by the clients. Our main KRA as a team lies in providing exemplary work to the client despite all odds by improvising the right practice and compliance by taking bold decisions to maintain ourselves as one of the best team for the company and the business.

Problem/Challenge

There are various challenges that the company is facing during this period of time. Some of the major challenges are highlighted as follows:

Exceeding Customer Expectations: The current challenge that the company is facing is of exceeding customer expectations. Due to cut throat competition in the industry, there has been increased demand of accuracy by the customers. The team is struggling to provide the customers complete satisfaction.
Target Achievement: It is observed that the team is unable to meet the targets due to this unprecedented time where restrictions are there for movement.

Objectives of EBI Proposal

I am currently planning to go back to basic logic and get  the numbers achieved for the Organization which includes a lot of coaching, monitoring, action planning and to educate them on how to avoid the behavioral issue that can jeopardize their jobs and restricting the team to meet the targets. I am currently working to plan something to improve Accuracy, numbers and CSAT for the Organization.

The workforce management and performance management are one of the two important aspects which is what I am targeting as a whole. Workforce management is a kind of art which comprises of resources that act at the right times for the process of contacting customers so that they can meet the goals and services which are being desired from the goals later by minimizing the costs. Hiring a training of the operators is one thing that I have in mind planned for the future cycle which projects up to approximately a year forward.

Rationale

This issue will act to resolve the staffing problem that I have and it will also determine the agents which are required for the facilitation of the services towards the future. I am also planning to implement the force management system which will lead to a planning process for the call centre for the current practice on the workforce management. This model will help me in ensuring that the requirements based on the accounts along with each aspect in the workforce will be a part of the planning process. These actions and data which will be feeding back into the workforce management and its process will make sure that the adaptation of the forecasts and the schedules can be established to make sure that there is scope for better planning and executing. In addition to this, the contact centre model of Prosci will be used.

Literature Review of EBI Proposal

It is seen from empirical evidence that outsourcing has shifted to more important and core functions. According to Jenster and Pedersen (2000), all the activities should be outsourced which are not in the core competencies of a business. Business process outsourcing has transformed into a global phenomenon and includes various countries all over the world (Huws and Flucker, 2004). There is emerging competition for Indian ITeS-BPO, however due to low costs, supportive government policies and high technical skills, India offers an unbeatable mix (Walker and Gott, 2007).

The challenges faced by the BPO leaders are management of the employees motivation and the performance as it is a people intensive industry (Batt and Moynihan, 2002). The service level and its goals that will be described under the centre and its aims will make sure that the demand for the customers and their forms are being taken care of and it takes an important part of the strategy and performance measurements for the centre as mentioned.

According to Chishti (2019), the call centres go through a motion which requires effective analysis to implement the workforce management and their other processes. It should also be considered important that the performance of the measures and the reporting of the information must also be done to make sure that they are being enabled with the management and their capabilities for the call centres so that they can gain insight about various dynamics of the various systems and the model parameters. The implantation of the strategy and the performance management relationship must be there so that the businesses and their strategies drive the processes and other aspects of technology for the human resource-related practices.

The Workforce Management Processes and Information Related Requirements

Primary and secondary evidence will be included in the project. Performance reports and CSAT tables will be presented. The force management system will be illustrated with the implementation of the change which will act as the types of secondary sources. The daily forecasts will be the heart of the systems. The forecast that will be needed for the requirements of the staffing must be generated in such a way that it can schedule with even the long hours for the specific operations. In the above-mentioned diagram, it can be seen that this type of weekly cycles will be used in such a way that it must be operated along with the normal basis. This kind of daily schedules will make sure that there is an unintended event which exists such as the operator illness and the illness for the loads generated from calls.

The evidence will be collected and generated based on taking into consideration about the various leadership models and the other factors which will plan and help me in the workforce management and the force management systems which is suitable especially for the call centres or the BPO.

Below mentioned are some of the responsibilities which need to be fulfilled and will be fulfilled with the help of workforce management and the generation of the service objectives for their other staffing needs.

Key Influencers
Team members
Stakeholders - external and Internal
Managers and Clients
Highlighting areas of risk in the business and reduction of the risk
Improving quality of Call Centre agents by providing them coaching and one on one feedback.
Audit recorded phone calls and chat.
Shift Scheduling for the team.
Prepare their SLAs.
What my team would like me to do.
People Management
Escalation Management
Ensure that all tools are working and update them daily so that their Production does not hamper and they meet their targets.
Cascade all process-related updates.
Shift Alignment and cater to their leave requests.
Groom them up for better job role and IJPs (Internal Job Posting).
How my Boss see my role
To provide valuable data to operation leaders that can help with modification of Agent behaviour, performance and improving customer experience.
Keep an eye on Compliance issue and ensure Agents adhere to the policies.
Report all Compliance issues and improvise the right practice with in the team.
Manage Absenteeism, unscheduled leaves and Accuracy.
Do more calibrations and update Clients as an when required.
Areas of Tension
Meeting Accuracy targets with the production numbers since Agents working from home these days. It has become very difficult to drive discipline in the team.

There are several different ethical concerns and issues which must be identified to make sure that there is nothing which violates the discrepancy and the methods for the study of workforce management. In addition to this, there must be no callous and discrimination while doing this research study and all of the possible interventions must be done which makes sure that the employees and their privacy are safe. No leadership model will be copied directly for this particular research and no other study will be taken to violate and hamper the rights of the employees working under me.

Project Completion date: The estimates which are being done for this particular project with respect to the changes that need to be implemented for the management of workforce management will be completed by 31 October. We will also use SWOT Analysis for this project which will mention my functioning as per this project for the purpose of keeping in consideration about my key areas and responsibilities.

References for EBI Proposal

Arzbächer, S., Holtgrewe, U., & Kerst, C. (2017). Call centres: Constructing flexibility. Re-Organizing Service Work. Call Centres in Germany and Britain (Aldershot ua 2002), 19-41.

Chishti, Z. (2019). U.S. Patent No. 10,326,882. Washington, DC: U.S. Patent and Trademark Office.

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