BA - Falcon Team Manager

Primary Location

:IN-Noida

Job Type

:Permanent

Posting Range:23/02/2012 - 24/03/2012

Description

Overall Job Purpose

• To manage a large and diverse team of Process Associates working towards pre-defined targets
• Manage day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage and motivate advisors, develop agent skill sets and manage personal development goals for the agents.
• Assist the Operations Manager in the maintenance of Service Level Agreements and Key Performance Indicators through effective team leadership.

Main Accountabilities

Routine

• Ensure daily Schedule Adherence
• Answer queries raised by the Client & Advisors related to the process
• Take escalated calls and return the calls when a message is taken
• Perform regular Quality checks for the Team
• Monitor performance for all Advisors on a monthly basis
• Convey feedback received from Quality to all Advisors
• Weekly Update on performance levels to the
• Address administrative issues arising out of day-to-day working
• Keep the OM regularly updated of any developments relating to the performance of the team, updates received and queries from Clients
• Ensure each advisor is informed on product updates for the process
• Measure performance of the team for e.g. performance appraisals, confirmations and ongoing feedback and training
• Keep track of PIP letters to be issued
• Keep track of leaves availed by Advisors & update them with HR / leave policy
• Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews

Team Management

• Set targets for the team
• Ensure target achievement adhering to Service Level Agreements
• Conduct regular briefings for the team to discuss performance, Organizational policies and process updates
• Ensure strict adherence to compliance
• Conduct Quality Audits for the Team on a regular basis

People Management

• Provide efficient leadership to the team
• Manage attrition rate within target levels
• Ensure high levels of motivation among the team
• Prepare development plans for every team member with a suitable plan of action
• Counsel team members, whenever required
• Plan and impart necessary process- related training to the Advisors, where necessary

Client Interface

• Ensure that Clients are aware of any issue and concerns
• Prepare reports (adhoc/BAU) periodically to be sent to the client
• Identify process gaps and collaborate with the Client to formulate solutions
• Act as an interface with the client and to be responsible for completely managing the day-to-day operational functions for the team

Conflict Resolution

• To be a single point of contact for addressing grievances
• Respond and resolve issues arising out of work or from within the team across departments that may have a bearing on team effectiveness
• Need-based escalation of decisions and ensure proper follow-up of the same

Qualifications

Technical Skills/Competencies

• Familiar with Operating Systems (Windows 98/95/2000/NT)
• MS Office Application Suite (Preferably Word, Excel & PowerPoint)
• Excellent verbal and written communication skills

Education

• Graduate from a reputed Institute or University in any discipline (BA, BSc, B.Com, BBM, BHM etc.)

Experience

• Minimum 4 years of team handling experience in customer service environment
• Excellent track record during past work experience.
• Demonstrated team handling skills in the past
  

	BA - Falcon Team Manager