Roles and Responsibilities of Employees in Bpo

SUSEE I. SYS PVT LTD ROLES AND RESPONSIBLITIES Roles and responsibilities of employees in BPO Manoj Mathew * What is MANAGEMENT Management is the routine of designing and maintaining an environment in which individuals, working(a) together in groups, efficiently accomplish selected aims * Characteristics of Management Goal orient It coordinates the efforts of workers to achieve the goal of the organization * Result through others The Manager cannot do everything themselves, they must motivate the mortifys for the accomplishment * System of Authority a pecking order of command and control should be followed * Multi-disciplinary Subject Management has grown victorious the help of so many other disciplines much(prenominal) as proficient engineering , sociology and psychology * Classification of Our business activities * Technical Activities * Commercial Activities * financial Activities * Security Activities * Accounting Activities Managerial activities * Qualities of a Man ager * 1. Physical ( honorable and energy ) * 2. Mental ( ability to understand ) * 3. Moral ( Willingness to accept responsibilities and trueness ) * 4. General Education ( Aw atomic number 18ness in all beas ) * 5. Special association ( high familiarity in working area ) * 6. Experience (Knowledge arising from l stopping point Proper ) * Different Managerial skills * Technical skills enable people to consummate an operational activity involving methods, processes or techniques * Human skills enable people to communicate, persuade, treat conflict, motivate, coach, negotiate and gallop. Conceptual skills enable people to come out with in the buff ideas & creative thinking especially during uncertainty * Steps involved in Successful Delegation * Establishment of definite goals Set goals for the BPO process * ontogenesis Personal Discipline for Supervision Every subordinate get the spot to take obligation * Establishment of Definite responsibilities Tell what are the re sponsibilities to be performed * Training Before Delegation give proper homework to the subordinate * Report Delegation Report should be submitted Control Even after delegation supervisor should monitor * Organising the activities * Organisational Structure in susee BPO * It includes different organisational level and duties and responsibilities of the people at different level. * It is the framework or social organization of an organization * Line functional Heads are which have direct responsibility and relation for accomplishing the primary objectives of the enterprise * Staff functions refer to those who ultimately responsible to work most effectively in accomplishing the primary objectives of the enterprises OPERATIONS music director MR J. SUKUMAR) QUALITY ANALYSERS NAGALAKSHMI RANJINI NALINI TEAM LEADERS ARULKAMU SOUNDARI K. SARAVANAN data incoming TRAINEE DATA ENTRY TRAINEE DATA ENTRY TRAINEE DATA ENTRY OPERATORS DATA ENTRY OPERATORS DATA ENTRY OPERATORS DATA ENTRY OP ERATORS PROJECT LEADERS/HEADS SHIFT1 (SANGEETHA. T) SHIFT2 (K. VEERAMANIKANDAN) OPERATIONS supervisory program SHIFT 1 Mr.A. D. VINOTHKUMAR OPERATIONS SUPERVISOR SHIFT2 (Mr. V. MAHINDRAN) M ASST MANAGER (MR MANICKAM) Responsibilities of trading trading operations Manager * Policy Formulation Formulating policy is one of the core duties of an operations dealr. Companies must operate and function on a daily flat coat deep down a prescribed set of guidelines. These guidelines are generally accomplished by operations managers * Planning The planning of various bon ton operations and activities is another major concern of the operations manager.Operations managers tend to determine which products are bought and sold the operations manager also helps plan and coordinate activities betwixt various departments such as determining what types of sales promotions the companionship leave engage in. * Controlling Resources Controlling major company resources is yet a third major functi on of an operations manager. Operations managers oversee the murder of payroll policies and procedures, how much employees are paid, how pecuniary resource are allocated for benefits packages and how other funds are spent to keep the company operating smoothly on a day-to-day basis.Operations managers regularly review financial statements to fix that the company is operating as efficiently and as profitably as doable. * communion A final core responsibility of an operations manager is communicating with other management professionals within the organization to keep the company hurry smoothly, and communicating with other companies and organizations with which the company does business. Operations managers are responsible for position together reports and financial statements that are essential for other top executives within the company or organization. Improving the exploit of operationOperations managers are expected to continually monitor and improve the overall performan ce of their operation. * Responsibilities of adjunct Manager * To be responsible for implementing the assigned areas of responsibility within the HR function. * To maintain the database and updates regularly * To generate reports based on database and updates * To clarify employees (internal customers) policies, procedures and processes * To advert in quality improvement initiatives of the areas of their work * To run the Performance mensuration Cycle is the key Responsibility Areas for Assistant Manager To coordinate and manage recruitment at various levels and finding ways to meet the behave up plans for the organization. * To be accountable for delivery of expected assignments/results * To handle breeding (as and when required) Common Points for both Assistant Manager * To take initiative for better systems and processes * Should have excellent knowledge of the market conditions * Should have appropriate knowledge about benefits administrators (PF, Gratuity, Superannuation, Insurance, etc) or training consultants, recruitment consultants, etc Responsibilities of supervisors define work Assign certain duties to the employee, explaining how those duties are to be done (i. e. what level of performance go out meet the supervisors expectations) and communicate how the successful performance of those duties go out be measured. Ensure that the employee is working under a current credit line description Orient and Train Provide appropriate orientation for the employee appealing such topics as are listed on thenew employee orientation checklistat the end of this document.Give employees the information, technology and reference materials necessary to perform notes Evaluate Performance Be sure your employee is familiar with the format of the appraisal form you will be using and is clear about the evaluation process. Resolve ComplaintsHelp employees address and resolve a wide variety of concerns and complaints. These typically involve lineage duties an d job descriptions, performance standards, relations with co-workers, relations with supervisors and managers. * Responsibilities of Project Leaders graphic symbol as a Project Leader (PL) is extremely vital in assuring the successful implementation of your run into with volunteers * To be responsible for co-ordinating your labor volunteers and your jut out * To act as a source of information amongst the management, the staff and the DEOs through meetings * Monitor Progress During the course of the project, the lead is responsible for monitoring progress on a regular basis. This could be daily or weekly. * Responsibilities of Team leaders * 1. Provide your group with the companys vision and the objectives of all projects. . Create an environment oriented to circularise communications, creative thinking, cohesive team effort and workplace trust. 3. Lead by example (be a role model) make your behaviour consistent with your words 4. Manage, train, and help the development of t eam members help resolve any impaired behaviour 5. Attempt to achieve team consensus and create win-win agreements wherever possible 6. Lead problem solving and collaboration 7. Keep discussions focused and ensure decisions lead toward closure 8. Build and foster healthy group dynamics . Assure that all team members have the required education and training to effectively participate on their assigned project. 10. Acknowledge and reward team and team member accomplishments, as well as exceptional performance * Responsibilities of Quality analyser 1. To audit the number of jobs given by the invitee on a daily basis 2. Record feedback and to let the customer service Executives know about his/hers areas of improvements. 3. Bring in necessary changes to the process and constant updating of BPO core process 4.Attend EPUB calibrations 5. To check and validate the project through final quality check * Process Workflow in susee BPO Allotment of jobs . XLS to project leader Checking priori ty and validate Input mail- ancestry receiving from clients Receiving Payment for job done Invoicing Production Sheet Submission upload the completed project through mail or FTP final exam Quality check through analyst Final process and scrutinising the project Work in progress with stipulated duration to complete the assigned job Allotment of jobs to DEOs