Location
Jaipur | India
Job description
| Job Responsibilities |
| - Manage teams and ensure SLAs are met.
- Review/generate reports to monitor performance.
- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
- Provide coaching and feedback to team members to enable them to improve their performance.
- Assist new hires such that they are productive on the floor in the shortest possible time frame.
- Handle customer, employee, and internal partner escalations.
- Provide inputs on the process and system to the team members.
- Client Interaction, where required at the level of supervisors.
- Ensure compliance with internal policies and procedures, external regulations, and information security standards.
- Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy.
- Motivate team members, anticipate staffing needs, acquire talent for the future, and manage attrition.
- Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities.
- Effectively manage research/resolution/follow-ups for closure of open items.
- Build relationship with Onshore Management to ensure a “one-team approach”.
|
Knowledge, Skills, and Abilities | |
Education | - Bachelor’s degree (Any Stream) or diploma with a minimum of 15 years of education
| |
Experience | - Professional from the Operations with at least 6-7 years working experience of which at least 4 years work experience in a BPO operations environment.
| |
Competencies , Knowledge, and Skills (general and technical) | - Effective communication and motivational skills
- Strong people management skills, ability to maintain high team bonding spirit and boost employee morale.
- Strong Analytical skills to determine root causes and solve process performance issues.
- Ability to coach and give feedback on an ongoing basis.
- Effectively plan, prioritize & execute everyday floor operations.
- Strong problem-solving ability
- Ability to foresee and respond proactively on the floor.
- High energy and resilience level
- Strong computing skills
- Ability to coordinate & liaison with various support functions / departments to facilitate service delivery with Operations.
- Self-initiated, drive and zeal for continuous improvement.
- Ability to lead and work in a cross-cultural environment.
- Knowledge of the function, process & systems
- Ability to use the desktop/Laptop.
- Coaching and Feedback ability
- Accounting & math problem solving skills
- Excellent written and verbal communication
| |
Other Requirements (licenses, certifications, specialized training – if required) | NA | |
MetLife:
MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.
We are ranked #44 on the Fortune 500 list for 2019. In 2019, we were named to the Dow Jones Sustainability Index (DJSI) for the fourth year in a row. DJSI is a global index to track the leading sustainability-driven companies.
MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.
MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.
Job tags
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