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Job Details

Principal Accountabilities (Key Result Areas)

Responsible for direct selling (with clear revenue targets) in US Geography as an individual contributor

  • Design and execute sales strategy for all of US region
  • Ownership and accountability of generating new leads, follow through the sales process and closure of the deal
  • Build relationships and work efficiently with other stakeholders in delivery team to generate desired outcomes

Skills

  • Prior experience in selling Voice based BPO services for both on-shore and off-shore (Philipines, India, South Africa and Malaysia)
  • Extensive experience in selling Travel and Hospitality services
  • Proven ability to establish new practices from sales standpoint
Company Details

The position is for a leading global business services provider . They offer a comprehensive suite of solutions that helps your business plan deeper, transparent and better optimized customer connections and experiences- from strategy development through execution. The organization is present in 40+ locations across 9+ countries and with 40,000+ employees. They manage ~half a billion customer interactions every year for over 150 clients across diverse sectors. 

Job Details

Principal Accountabilities (Key Result Areas)

Responsible for direct selling (with clear revenue targets) in US Geography as an individual contributor

  • Design and execute sales strategy for all of US region
  • Ownership and accountability of generating new leads, follow through the sales process and closure of the deal
  • Build relationships and work efficiently with other stakeholders in delivery team to generate desired outcomes

Skills

  • Prior experience in selling Voice based BPO services for both on-shore and off-shore (Philipines, India, South Africa and Malaysia)
  • Extensive experience in selling Healthcare services
  • Proven ability to establish new practices from sales standpoint
Company Details
The position is for a leading global business services provider . They offer a comprehensive suite of solutions that helps your business plan deeper, transparent and better optimized customer connections and experiences- from strategy development through execution. The organization is present in 40+ locations across 9+ countries and with 40,000+ employees. They manage ~half a billion customer interactions every year for over 150 clients across diverse sectors. 
Job Details
  • Governance, Policy, Procedures, Guidelines, Security Awareness, RFP & Client contract review, Client & external Audits, Security certifications (ISO 27001, PCI DSS, GDPR etc) Owns and controls budgetary components related with IS framework implementation Responsible for responding to RFPs, RFIs, Due Diligence, Client meetings & reviews Design, Review and Updation of  Information Security Policy & Procedures
  • Overall responsibility of Information Security Compliance  of clients
  • Policy implementation & monitoring, monthly & quarterly compliance review (Quarterly review of network Centers to ensure policy Compliance), client contract requirements & implementation.
  • Network monitoring (Firewall, IPS, IDS), email traffic monitoring (DLP), internet filtering (as per client requirement), critical log monitoring. Implementing & managing security tools like, IPS, Data leakage prevention tools,  web traffic, File Integrity checker , Antivirus tools etc
Company Details
The position is for a leading global business services provider . They offer a comprehensive suite of solutions that helps your business plan deeper, transparent and better optimized customer connections and experiences- from strategy development through execution. The organization is present in 40+ locations across 9+ countries and with 40,000+ employees. They manage ~half a billion customer interactions every year for over 150 clients across diverse sectors. 
Job Details
  • Supervise a 24x7 Network Operation Center’s (NOC) shift operations and personnel;
  • Assign and manage the work load of shift personnel, as well as escalate resource constraints to Management;
  • Oversee day to day NOC operations, escalations, ticketing and communications with all customers;
  • Further develop process and procedures within the NOC;
  • Update and maintain documentation associated with processes and procedures;
  • Continuously improve and develop systems to proactively monitor the infrastructure we manage;
  • Generate key reports for Management including but not limited to: system availability, service level agreements, ticket resolution and customer issues
  • Subject to call 24 hours, 7 days a week;
  • Responsible for managing outages, SLA, uptime, service availability, root cause analysis;
Company Details
The position is for a leading global business services provider . They offer a comprehensive suite of solutions that helps your business plan deeper, transparent and better optimized customer connections and experiences- from strategy development through execution. The organization is present in 40+ locations across 9+ countries and with 40,000+ employees. They manage ~half a billion customer interactions every year for over 150 clients across diverse sectors.
Job Details

HR Strategy

  • Oversee and manage human resource function for Aegis Malaysia.
  • Partnering with Business for achieving organizational goals.
  • Manage and control departmental expenditure within agreed budgets.
  • Monitor measure and report on HR issues, opportunities and development plans and achievements within agreed formats and timescales.
  • Prepare HR plan & budget  
  • Exhibit cost leadership, develop and implement cost optimization initiatives.
  • Conduct HR SWOT Analysis and propose action plans based on the same.
  • Responsible for conducting HR audits quarterly
  • Providing support in up-gradation and implementation of HR technology

 

Talent Acquisition

  • To ensure talent acquisition domestic / Expats as per set SLAs.
  • Implement Recruitment & Selection guidelines.
  • Ensuring time bound recruitment with 98% on-time delivery
  • Cost Per hire
  • Identifying alternate channels of sourcing

 

Talent Engagement & Management

  • Review HR policies
  • Design Talent Management & Engagement initiatives including a framework for conducting E-Sat survey annually and ensure implementation of action plans thereof.
  • Ensure annual attrition is contained as per SLAs.
  • Communicating HR policies to employees. Conducting policy awareness sessions bi- annually or as and when policies are amended.
  • Responsible for completing KRA settings & annual PMS exercise as per schedule. Implementing PMS for Operations staff.
  • Reviewing and proposing compensation bands for international Business. 
  • Implementing employee engagement and communication initiatives as per guidelines.
  • Conducting employee satisfaction survey, propose action plans based on survey findings.
  • Ensure annualized attrition control as per SLAs.

 

 

 

 

 

 

 

 

 

Change Management & Leadership Development

 

  • Implement learning and development programs.
  • Implement various ‘Organizational Development’ program for Aegis.
  • Propose career planning modules for international business.
  • Liaise with other functional managers so as to understand their requirements and needs and to ensure they are fully informed of HR objectives, purposes and achievements.

 

Talent Services & Compliances

  • Ensure compliance with Corporate Governance norms & guidelines
  • Implementing HR helpdesk and self-service modules as per set guidelines.
  • Ensuring 100% Statutory Compliance from Labour Law perspective.
  • Design, implement and innovate HR analytics and HR reporting systems.
  • Ensuring timely submission of updated organization structure, HRIS report and monthly HR review deck for region to CHR.
  • Responsible for achieving 100% efficiency index of HR Operations.
  • Facilitating HR process audit.
Company Details
The position is for a leading global business services provider . They offer a comprehensive suite of solutions that helps your business plan deeper, transparent and better optimized customer connections and experiences- from strategy development through execution. The organization is present in 40+ locations across 9+ countries and with 40,000+ employees. They manage ~half a billion customer interactions every year for over 150 clients across diverse sectors
Job Details

Principal Accountabilities (Key Result Areas)

 

  • Provide strategic directions to the Global WFM team across geographies.
  • Augment Global WFM organisation & standardise operating model.
  • Design & execute workforce transformation model which will drive efficiencies and client satisfactions.
  • Drive performance by leveraging technology, analytics & best practises.
  • Integration of various eWFM technologies in Startek-Aegis and build robust forecasting & scheduling model/ Real Time Management & capacity planning across multiple accounts, multiple sites, programs and geographies.
  • Design and drive WFM Automation/ improvement projects at an organisation wide
  • Partnering with operating leaders globally to improve operational performance, margins & efficiencies.
  • Create centralized reporting organisation and provide business intelligence/Insights to the top management. 
  • Partnering with IT function for various all requirements.

 

JOB SPECIFICATION:  

Skills

 

  • Database management skills
  • Analytical skills
  • Regression
  • Box Plots
  • Interpersonal skills
  • Solving Business Problems
  • Felicity with Forecasting Tools
  • Control Charts – specially IMR
  • Time Series Forecasting Methods
    • Single Exponential Smoothening
    • Double Exponential Smoothening
    • Winter Holt Method
    • ARIMA
  • Skilled in use of Advanced Excel Tools
  • Use of Erlang for Staffing Calculations
  • Skilled in use of What-if Analyses
  • Skilled in use of Automated Scheduling Tools such as Aspect eWFM, IEX or Blue Pumpkin should exposed to other technologies like NICE, AVAYA, Incontact
  • Must understand the complexities of scheduling in Multi-skill and multi-site environment

  Education:

 Bachelor’s / Post Graduate degree preferably in Mathematics, Statistics or Economics

 Experience:

  •  Min. 18 to 20 years of total work experience, out of which at least 8 yrs of core WFM experience is mandatory
  • At least 5 year experience of handling a large teams at a leadership level in a client facing WFM role
Company Details
The position is for a leading global business services provider . They offer a comprehensive suite of solutions that helps your business plan deeper, transparent and better optimized customer connections and experiences- from strategy development through execution. The organization is present in 40+ locations across 9+ countries and with 40,000+ employees. They manage ~half a billion customer interactions every year for over 150 clients across diverse sectors