About this role
ROLES & RESPONSIBLITIES
- Manage the Calls ,Chats and Email operations with the desired efficiency and effectiveness
- Ensure relevant processes are followed on the operational floor
- Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs
- Liaise with Business Planning & MI team where required for resource planning and optimum utilization;
- Manage and optimize workflows (pipeline and individual work queues)
- Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance;
- Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality;
- Execute any relevant business transformation activities within the team;
- Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills;
- Report on team performance, customer/client feedback and all daily operational activities;
- Liaise, coordinate and manage relationships with other departments and onshore teams;
- Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team;
- Co-ordinate with internal support functions to help resolve issues for the team;
- Participate in the recruitment process of new advisors;
- Implement the rewards and recognition program to motivate the team to perform better;
- Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders
They are also expected to manage the entire issue management process for clients & ensure necessary follow up actions are taken to resolve customer issues. These professionals are required to have a broad understanding of the products/services of the organization to assist in responding to client queries.
Graduate 2 - 5 Years