Assistant Unit Manager

Location

Pune | India

Job description

Internal Job Posting-Request Form

Contact Center Customer Service - Job Description

We have a requirement for a Customer Service - Asst Unit Manager ( Voice ) and are looking for employees who are currently in Band 5 Level 3 and above who are keen on the role.

Role: Customer Support Assistant Unit Manager

Designation: Assistant Unit Manager - Customer Support Operations

Level 4

Department: Operations

Reports to: Operations Manager

We invite those who fit the criteria to apply:

Eligibility Criteria:

øAll employees who meet the following minimum criteria are eligible to apply to IJPs

øApplicant must satisfy the requirement as given in Table below

. For IJPs which have level movements only employees with rating 3 or above are invited to apply.

1. Applicant must have met client or account specific retention guidelines as per Mphasis Contractual agreements with the customers in place at the time of applying for the IJP (Where & If applicable)

2. Applicant should not have had PIP/PDAP's in the last 6 months

3. Applicant must be at the same or one level below the position applying for. The IJP can result in only one level up movement, wherever applicable

4. Applicant must meet the eligibility criteria stated in the IJP Besides the above, all employees will be required to meet the minimum experience and skill criteria listed as part of the job description for which the IJP is released

Role & Responsibilities:

. Ensure the SLA's and KPI Targets as specified by the client are met consistently.

. Coaching and developing team members to drive performance and behaviors, including providing the Services in accordance with the Performance Standards and the Service Levels.

. Dealing with Cases escalated by team members & Clients

. Complete end to end understanding of Product / Process knowledge

. Hiring & Training of new team members

. Ensuring that Team members comply with all Client & Mphasis regulatory policies and procedures

. Comply to all ISO & ISMS related protocols

. Facilitating flow down of information (e.g., policies, procedures) to all Team members

. Preparing service quality plan including quality control, assurance & improvement for the agents to create comprehensive quality program for the process

. Conduct coaching and feedback session for team members

. Conduct daily / Weekly / Monthly huddles & meetings

. Maintain staffing requirements as specified from time to time

. Control attrition through employee engagement activities

. Leading and participating in projects

. Ensuring alignment between Client and Mphasis by regularly attending calibration/coaching excellence sessions

. Monitoring results and KPI data to drive performance and Team member behaviors including team goals

. Conduct periodic appraisals of team members

. Publish daily, weekly & Monthly reports

. Engage with different departments within the organization (HR, Recruitment, Admin, Transport etc) to ensure smooth functioning of the process

.

Skills required:

. Graduation with minimum 3 yrs experience in International BPO

. Strong team management skill - Experience of managing a team as a 'Team Coach, Quality analyst, Subject Matter Expert' will be an added benefit

. Lender placed Insurance domain experience is preferred

. Good understanding of key Voice - Outbound (customer service) operations metrics

. Good interpersonal skills

. Good analytical skill

. Good knowledge of Excel (Core Statistics, Trend Analysis, Trending, Ratio Analysis, Formulas etc.)

. Good planning skills

. Knowledge of at least one coaching principle (SMART, GROW)

. Knowledge of Six Sigma, LEAN, T&M preferred

. Strong team building capabilities

. Strong communication skills and a high degree of energy

. Good balance between people, process & clients

. Excellent communication skills, both verbal and written

. Good client management & relationship building skills

. Flexible about work content, timing and location and able to work independently with clients and colleagues

. Should be ready to work in multiple / night shifts.

Selection Process:

øInitial screening based on eligibility criteria

øExcel or Aptitude test(to be changed as per process requirement)

øPersonal Interview

Available Posts: 02 Location: Pune

Deadline for applications:

Job tags

Salary