Functional Assimilation

Q1. What is the structure of this function? Please see below

Q2. What are the sub-functions within the function? Pricing for ECEB, ECNB, NCNB and also pricing for
greenfield locations.

Q3. Geographical spread of the function. UK, US, Philippines

Q4. What are the other teams that the function needs to interact with regularly? What are the
dependencies?

1. Business Finance: Monthly P&L, Allocated costs for all centres.

2. Solutions Architecture: pricing inputs
3. TECH Team: for Technology costs
4. Admin Team: for Facility costs

Q5. Important task and deliverables of the function? Of each sub function? providing price along with
margin simulation.

Q6. Detailed understanding of every important task being done within the function.

Q7. Future projects that the Function will embark upon. mentioned in 2.

Nomenclatures used:

1. ECEB: Existing client existing business

2. ECNB: existing client new business
3. NCNB: new client new business

Revenue Assurance
Q1. What is the structure of this function?

Q2. What are the sub-functions within the function?

Q3. Geographical spread of the function.

Q4. What are the other teams that the function needs to interact with regularly? What are the
dependencies?

Q5. Important task and deliverables of the function with all sub function
Q6. Detailed understanding of every important task being done within the function

Q7. Future projects that the Function will embark upon.

Employee Engagement
Q1. What is the structure of this function?

Q2. What are the sub-functions within the function?

Q3. Geographical spread of the function.

Q4. What are the other teams that the function needs to interact with regularly? What are the
dependencies?

Q5. Important task and deliverables of the function with all sub function

Q6. Detailed understanding of every important task being done within the function

Q7. Future projects that the Function will embark upon.

Workforce Management
Q1. What is the structure of this function?

Q2. What are the sub-functions within the function?

Q3. Geographical spread of the function.

Q4. What are the other teams that the function needs to interact with regularly? What are the
dependencies?
Q5. Important task and deliverables of the function with all sub function
 Workforce
management

Real Time Management

Forecasting Capacity planning Scheduling
Monitoring information

Math behind
Real time analyst are They prepare 2
ration of FTE and
HC which involved wheer they types of reports
includes see whether people i.e contingency
are actually adhering reports and
consideration of Pattern of
Estimation against shrinkage, to their schedule. postmortern
the Weekly targets calling wgat reports.
occupancy, number of They check if there is
are provided attrition. any variance ( Delta), if
people at what Contingency
For e.g. Target of Factors time and for there is any delta the reports deals
800 FTEs for Sky what interval ( gap is pooled in . with one
considered are
TV help centre capacity mandays and E.g. manage breaks, particular day
and seat shift pattern ) Cancel coaching while
utilization postmortern
Thumrule is DANER, reports looks into
which stands for historical analysis
detect, alert, notify, or a report of one
escalate, resolve entire week

Q6. Detailed understanding of every important task being done within the function

Q7. Future projects that the Function will embark upon.