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It is important to invest in HR since "people " are the most vital resource of this industry, which gives a competitive advantage over others. Since there is a broad spectrum of activities that can be outsourced, skill sets required in an individual also vary tremendously. For example, at the lower end of the spectrum lie the Core Back Office Operations which include Data, Finance and Voice Processes requiring Basic IT Skills, Accounting and English |
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Communication and at the higher end of the spectrum we can look at Knowledge Services Such as Analytics and Web Based processes and require people with specific domain knowledge in that particular area. |
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Also in place is an environment that is not only employee-friendly when it comes to hygiene factors, but one where high end motivation elements are given due cognizance. A combination of professional satisfaction coupled with personal excitement is the driving force at the work place. That constitutes the HR value proposition to ensure that the right talent is attracted and stays all the way. |
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Broadly their are three levels - Executive Level, Management level and Senior Management Level. Within the Executive Level the roles and responsibilities are enumerated as under: |
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Functional Performance |
Acquires business knowledge over 9 -12 months ; Achieves targets ; Flags issues & escalates ; Good computer knowledge & expertise |
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Process Orientation |
Understands the process ; Pro-actively identifies potential process problems |
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Communication |
Displays good written & verbal communication skills; can deal with client e-mail |
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Team Orientation |
Communicates with & helps team ; Shares ideas/information ; Wins team acceptability |
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Quality Orientation |
Knows & understands measurement of data ; can extract & measure data required for Dashboard |
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Macro Perspective |
Understands the whole process ; Understands the work of others which impacts his own |
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Compliance Variation |
Checks compliance requirements ; Documents variations; Handles repetitive exceptions |
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Exudes Values |
Enthusiastic & disciplined; High on integrity; Positive attitude; Self-confidence; has high energy and can energize others; Can handle pressure; High initiative & ownership; Pushes back when necessary |
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Similarly the broad responsibilities for a Senior Executive / Team Leader are |
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Supervision |
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Special Skills - e.g. Tech savvy . The detailed responsibilities are as follows: |
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Functional Performance |
Sets challenging/stretch goals & performs much above expectations ; can prioritize work ; Needs no/minimal supervision |
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Process Orientation |
Identifies process problems and finds solutions; makes improvements to the process ; Constantly challenges the status quo ; Point of Contact for extended duration in the absence of the Manager |
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Communication |
Can chair a conference call discussion with client |
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Team Orientation |
Resolves problems within team without escalation ; Displays boundary less behavior - helps across groups ; Pro-actively seeks feedback on self |
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Quality Orientation |
Use of basic quality tools, and reporting of quality levels |
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Training Focus |
Can cross-train and get cross-trained ; Can and helps in transfer of learning |
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Macro Perspective |
Understands work of others in the team - even those not affecting their own ; Understands customer business |
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The ability to attract the best talent with the required expertise defines the level of service delivered. A continuous source of hiring by tying up with recruitment agencies as per the resource plan it has drawn up for itself. Tie ups with the best HR Sourcing agencies active in the circuit today. This prevents any delay in recruiting talent in ramp-up situations and also provides a steady stream of resources. |
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It is also important that a career path for the employees should be clearly thought of so as to retain trained resources and to maximize their potential. Our Gurgaon Call Centre believes that if one is provided the right kind of environment, which is beneficial for the growth and provides an individual job satisfaction, valuable resources will be retained automatically. |
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A comprehensive system of Performance Management, which goes a long way in eliminating subjectivity, and ensures a system of regular feedback to the individual. Goals and expectations are set and communicated upfront for better performance. Benefits and Bonus, Reward and Recognition, Variable Incentive Compensation scheme, Medical facilities, Insurance cover, and other such programs are in place to help reduce employee turnover. |
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Aim is to create ownership amongst its' human resource through sharing of wealth. The company would aim to have in place at the earliest, an employee stock option scheme that not only creates an environment where each one is motivated to perform, but which in turn would also function as a long term retention strategy. |
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