Big Picture Perspective
Demonstrates a vision for immediate team
Is able to understand the impact of team’s performance on the process goals
Prioritizes work in alignment with Team’s goals, and acts accordingly
Has a sound understanding of policy, procedures and regulatory compliance enough to guide others
Able to interpret metrics / data
Makes suggestions to improve productivity
Planning & Organizing
Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team
Directing & Monitoring:
To manage the day to-day operations with a team of Associates and meet the required service levels, quality and productivity
Ensure all Company policies and procedures are implemented consistently and fairly.
Gauge Roles & Responsibilities & Calibrate with team members to ensure variance is below the desired level of acceptance
Analyzing team performance; identifying plans for improvements; and maintaining a track of the same.
Regular Client interactions
Problem Solving & Decision making
Ability to look for alternative solutions for problems identified; Takes decisions based on logical reasoning and relevant information
Partner with Customers
Acts as a point of contact for the resolution of escalations, enquiries and complaints from external and internal customers.
Passion for excellence
Devise and deliver solutions to enhance Quality of Service and to prevent future problems. Track and analyze the trends in customer service requests and generate statistical reports.
Transaction monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every transaction.
Work very closely with team members to solve customer problems.
Ability to multi-task and conduct business training (pre-process & process), handle quality & MIS
Work with Supervisor in effective planning of manpower.
Identify probable attrition and take measures towards retention
Attrition and Absenteeism Management
Assumes responsibility for work activities and coordinating efforts
Inspiring others / Managing teams
Managing an average team size of 15-20 members
Approachable and supportive towards the team. Also should have the ability to motivate the team in the right direction to achieve the targets
Conducting performance appraisal for the team
Regularly organizing huddles to update the product & process changes.
Courteous and professional behavior towards supervisor, peers & subordinates
Conducting regular meetings with the team members;
Work towards minimizing unscheduled absenteeism
Desired Knowledge, skills and attitudes
Good telephone etiquette
Has the potential to gain trust and rapport building
Active listening skills
Analytical and problem solving skills
Business email etiquette
Awareness of ISO and ISMS
Knowledge of MS-Office
Posses integrity, enthusiasm and be loyal to organization
Good written and verbal communication skills
Mentoring and coaching
Possess the ability to handle grievances
Proficiency in English
Desired years of experience
Graduates + minimum 2 years of experience in BPO
Operations & Shared Services