leader

Job Description

Bachelors degree or equivalent experience (should have 6months+ rellevant experience).Provide updates and submit reports related to own area of work.Interact with customers (internal / external) to meet process deliverables.Create status reports for customers (internal/external).Prepare and report process performance metrics to the customer with the assistance of the Operations manager.Manage and resolve escalations and issues raised by customers and process specialists.Ensure adherence to Quality norms and processes.Seek regular feedback from customers and communicate to the team.Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.Identify & drive opportunities to enhance service delivery and customer experience.Identify cost optimization opportunities.Identify & suggest Business improvement opportunities.Project / Process:Drive team to achieve process SLAs / metrics productivity and quality targets within the established timelines.Ensure individual SLAs are met on processing transactions (if applicable).Ensure process guidelines are followed and met as documented.Conduct analysis, track services delivered.Initiate and deliver on process improvement projects to improve process efficiencies.Review process audit findings and take corrective action to prevent negative results.Innovate opportunities to automate & reduce manual interventions.Conduct Quality checks & Periodical review of process adherence.Discuss/ suggest the way forward, improvement areas to the customer/process.Drive a culture of continuous improvement within the team.Maintain operations rigor around daily huddles, knowledge management Cross training etc.Voice Processes::Handle supervisory calls and report to the manager on performance, status and any escalations.Responsible for daytoday work, process flows and constantly endeavoring to be able to lead the team from the front.Drive business excellence to add value to client.Manage and ensure resolution of escalations and issues raised by customer.Track process spends and highlights variances.Interface with other departments for getting required support for the team and to understand and implement best practices.Manage available resources between sub processes and ensures that the entire project deliverable is met.Optimum resource utilization through cross training initiatives, buffer management.For CPU:Supervise CSRs by monitoring volumes and patterns and schedule adherence.Coach staff and answer CSR questions / manage processes and achievement of service levels for each process.Handle escalated / sensitive customers as needed.Manage day to day service levels of the TA CSR team.Ensure CSRs follow all guidelines for call handling and processing of service requests.Assist CSRs in providing outstanding customer service.As volume dictates, the Supervisor may be required to help answer calls.Work with Manager to develop performance standards, metrics and goals and manage the achievement of those goals.Monitor and coach CSRs to maximize service effectiveness and efficiency.Interview and hire new associates as needed to support the growth of the business.Manage administrative functions of the team:job reviews, interviewing, team meetings, etcAssist in training initiatives.Help develop technology advancements and process improvements.Participate in training and project work to support the anticipated growth of the business.Support other areas as business needs arise.People.Provide work direction and guidance to team members:ensure delivery of SLA s, accuracy of the work of team members, their ability to operate under deadlines and to work on multiple tasksEstablish systems and procedures in the team.Groom self and team to support vertical growth.Allocate work and tasks to the team.Conduct process training or refresher training if required.Report to the manager on performance, status and any escalations.Facilitate and participate proactively in knowledge sharing sessions.Conduct team building activities to enhance motivation.Conduct performance appraisals for team members provide input into the learning and career plans for team members.Identify training needs of team members and provide coaching support to them.Review VOC scores, provides feedback and recommend refresher training whenever necessary.Resignations / Absconder communication to Operations Manager.Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues.Manage attrition and absenteeism.Support recruitment efforts for the team.Complete mandatory training for self as identified in the training plan for the project.Conduct knowledge transfer sessions for new joiners in the team.,

Keyskills :
msoffice processaudit teambuilding trainingneeds servicelevels customerservice servicedelivery ctivedirect