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| Job Location | Noida |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Banking / Financial Services |
| Functional Area | Statistics / Analytics |
| EmploymentType | Full-time |
To manage the functions of the unit as per specified service level agreements and to ensure optimal distribution of workload in order to achieve objectives for the unitResponsible for the coordination of work carried out by the processors/ authorisers and ensure accurate and seamless execution of assigned workflowWhat will you be doing Analysis of Queue wise quality checks to identify common strengths & development areas across teams/ communities and working with the Team Manager/Operations Manager to assist with up-skilling/training initiatives to deliver improvements.Co-ordinate / liaise with IT Support on faults and changes, user Ids, etc.Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviewsSupporting the Team/Community by monitoring performance during operational initiativesManage the communications and Change calendar to ensure all messages are received in a timely and efficient manner by all teams and advisors. Support the Team Manager by managing all logisticsTo provide support and cover in terms of process management to other Process Experts as required ensuring effective team working across the operationComplete all tasks as outlined in Team Support Specialist Role depending on area of the business. Examples may include (but not exhaustive of):-Collating of Communication/Process UpdatesReal Time AdherenceAttendance IssuesUpdating of individual s HR filesReturn to WorkAnalysis of data outputs by individual, Team and/or Community, recommend actions for improvements to Team Manager/Operations manager, and undertake trainings as requiredProvision of 2-way feedback to Team Manager/Operations ManagerDelivery of up-skilling sessions to resolve common trends from Quality Team/Process ExpertsConduct daily huddles to provide process updates and share process scoresAct as a back-up Team Manager in his/her absenceWhat we re looking for:Graduate in any disciplineExperience of Contact Centre systems and shaping new procedures and exchanging best practice to improve advisors and customer experienceSkills that will help you in the role:Ability to complete or advise on completion of high volume routine/non-routine tasks and prioritise accordingly.Team Handling and Escalation handling ability.Technical systems and procedure training experience.Workflow time management experience.,
Keyskills :
accounts research basis reporting tsupport processmanagement servicelevel timemanagement customerrelations monitoringperformance