BA - Falcon Team Manager
Primary Location
:IN-NoidaJob Type
:PermanentPosting 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
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