Customer Support Executive (Voice/Non-Voice)

Our client is one of the big 4 global management consultancy companies that focuses on achieving outcomes par excellence, by working alongside its clients, who are ambitious change makers across industries, as one team and thus redefining the industries.

They serve across industries such as financial services, aviation, energy and natural resources, aerospace and defense, automotive, technology, retail, health care, etc. They provide consultancy services in various categories including but not limited to, cost transformation, business strategy, customer experience, manufacturing, supply chain, mergers & acquisitions, leadership and talent etc.

• Ensuring optimal matching of people needs, firm needs and client requirements
• Executing a fair and transparent staffing process
• Ensuring balanced teams across various projects/ cases
• Developing one-on-one relationships with individuals within your class
• Regularly meeting with each to discuss their career development, goals, objectives and interests
• Providing guidance and mentoring on career management
• Regularly meeting with each to discuss their career development, goals, objectives, and interests
• Proactively connecting with individuals (and Professional Development Advisors if required), Class Captains (CC) and Class Program Managers (CPM) for periodic check-ins
• Hosting quarterly Staffing Open houses to discuss top-of-mind questions for classes
• Charting out annual engagement plan with classes to cover topics such as transfers, staffing in new roles (e.g. post level change or promotion), long duration staffings etc.
• Seeking support from CCs and CPMs in actively managing class staffing expectations and boosting class morale
• Actively managing expectations, as well as collaborating with them in finding creative ways to work around the challenges, and boosting the class karma/morale
• Working with peers across the global/ regional system to ensure India clients are served well, and supporting global/ regional cases requiring India team members
• Partnering with HR on performance management, employee relations, and other issues related to employment law and policy matters
• Engaging with case team leadership to understand staffing needs, including nature of assignments, staffing requirements, and overseeing staffing of teams to projects based on understanding of client, office and individual needs
• Managing the required trade-offs between business need and professional development needs of the consultants
• Managing and/or attending all Staffing related calls and meetings
• Working with Staffing Manager to ensure decisions best optimize tradeoffs between client service, utilization, and retention
• Continuously improving local staffing processes and supporting global staffing initiatives as required
• Being the single point of contact for approving all the vacation requests that come to staffing, by following a set of filters/criteria/conflicts we need to check for
• Managing staffing processes and databases to a high level of accuracy, including updating the overall allocation database, creating availability summary emails, updating the availability sheet, and owning a variety of weekly/monthly staffing reports
• Supporting the Performance and Career Development processes for the Consulting staff - by providing the Professional Development team with reports that allow them to generate reviews, upward feedback and run the promotion diligence process
• Collaborating with training team to plan the training schedule for your class
• Responding to ad hoc staffing information requests (as required)
• Periodically re-visiting the staffing process and recommending improvements to efficiency and effectiveness
• Continuously advancing local staffing processes
• Supporting regional and global staffing initiatives as required
• Leading/ supporting projects as required e.g. working with Finance to enhance visibility of cost/ revenue ratio for active cases
• Participating in and creating impact with other office/ people-related initiatives
• Being an active member of relevant governance councils e.g. People Council, PD Committee, Promotions Committee
• Demonstrating best practices in following staffing policies and processes