Responsible for the day to day management of 15-20 team members. Key to this role is delivering the needs of the Business partners by ensuring the day-to-day operations are met.
Minimum – Graduate
Minimum 8-14 years of industry Customer Service experience in Non Voice Ops (insurance preferred).
Minimum 1 year as Manager handling teams.
Customer service focus.
Ability to work in an environment of multiple priorities and conflicting deadlines.
Strong people management and leadership skills.
Ability to assess staff strengths and developmental needs and deliver motivating feedback to have staff thrive and grow.
Ability to build strong relationships with others across business and technical communities.
Demonstrate problem solving abilities.
Excellent communication skills.
Ability to “think on your feet”.
Process improvement experience using an methodology.
Lead and inspire team under severe constraints.
Manage workflow and resources to consistently meet our service standards even under pressure situations.
Builds strong relationship with business unit leaders
Participates on process improvement initiatives for business units.
Provide support on escalated cases and Handles service recovery situations.
Lead small departmental projects or initiatives that support departmental goals.
Manages FTE’s levels based on budget requirements & direction provided by Manager
Acts as BCP Manager.
Provide various timely reporting to Manager, production, overtime, FTE’s, savings etc using MS-Excel.
Create an environment of innovation and creativity that leads to continual process and service improvements
Help staff assess their career objectives and developmental needs in achieving those objectives.
Develop team’s capability by completing quality/accuracy checks, giving performance. feedback to employees to increase team capabilities and production levels.
Develop contingency strategies and plans for staffing changes.
Production support/Quality Check as and when required.
Only FEMALE candidates Required.
Salary: Not Disclosed by Recruiter
Industry:Banking / Financial Services / Broking
Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations
Desired Candidate Profile
Windows Consultants Pvt. Ltd.