Job Description: 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, new business projects and other
Responsibilities: Set departmental goals, manage budgets, lead cross-functional teams, and ensure compliance with policies.
