• Meet & Exceed all BPM metrics like AHT, Staffing Adherence, Abandoned%
Occupancy for Voice Business
• Back office Meet and Exceed all TATs for all Transactions along with desired accuracy
• End to end client Management including reviews with client, value addition to the client and proactive communication to internal and external clients
• Attrition & Absenteeism to be below the standard BPM Industry benchmark; < 6% on a Monthly basis
• End customer satisfaction and effectiveness scores to be above 92%
• Process compliance to be above 99%
• Collaborate with Sales/Account Management teams to grow the business
• Positioning IGT Solutions & Services as a major player in the travel technology
segment to become a partner of choice for travel related companies in BPM services
• Develop, manage and execute customer delight programs
• Accomplish the organization's goals and objectives
• Prepare medium-term plan, annual budgets and activity plan consistent with the agreed strategies with Unit and organizational goal