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, recent business projects and other initiatives
RESPONSIBILITIES
They are also expected to manage the entire issue management process for clients
& ensure
📌 Assistant Manager (Pune)
🏢 EXL
📍 Pune