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
KEY RESULT AREA:
• Service delivery by the team within the agreed SLA frameworks • Ensure adherence to Standard Operating Principles • Team attrition and other metrics to meet/exceed targets • On-time and accurate reporting and sharing of process health • Execution of business transformation activities within the team • Process improvements, new business projects and other
Set departmental goals, manage budgets, lead cross-functional teams, and ensure compliance with policies.
Bachelor Degree in relevant field with 2 - 4 years of relevant experience