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18/03 Janhavi Sarwate
Associate Lead - Talent Acquisition at Infosys BPO

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Infosys BPO - Manager - Customer Relations & Service - Voice Support (7-16 yrs) Premium

Pune Job Code: 809731

Job Level : 5B Operations Manager ;

Role : Customer Relations & General Customer Service Voice Support ; Fraud Operations Customer Service ; Collections Customer Service

Work Environment : 24- 7 Rotational ( 5 days working )

Location : Pune

ROLE :

Employee will work in a financial call center, and be expected to manage employees that handle customer relations and general customer service for a UK bank. The process deals primarily with general inquiries for a UK Bank's credit card business. Potentially, customers could call in seeking help, information or for complaint resolution. Employees in this process make it their core job to use their customer service skills to resolve customer inquiries to the best extent possible, minimizing the need to keep the customers on hold and/or the need to refer the customer back to the UK for additional support. The client is a diversified bank that offers a broad array of financial products and services to consumers, small businesses and commercial clients in the U.S., Canada and the UK. Our line of work services only UK customers

REPORTING LINE AND BASIC EXPECTATIONS

- Will report into a Lead - Client operations & Services / JL 6

- Will handle a team of 60 to 80 call centre agents, and between 4 to 6 Team Leaders

- Must be comfortable dealing with international clients, specifically with UK

- Must remain highly responsive

- Must oversee all aspects of the operation, including aligned functions like WFM, Training, Nesting, Risk & Compliance and overall governance

- Must be willing to mirror shifts of the team

- Must have prior management experience in a UK call centre environment

- Must be flexible and willing to adapt to changing business needs

- Must have a strong customer mindset and be a strong people's person

- Must be aggressive in resolving service and performance issues, and yet find the balance to be humane with people-related decisions

ROLE SPECIFICS :

GOVERNANCE DRIVERS :

- Primary objective will be to supervise the day-to-day delivery and performance of the team - avoidance of service penalties and continuous process improvements are key

- Ensure process and regulatory compliance. Regulatory adherence is a key to success

- Must meet all call center financial objectives by estimating revenue; preparing budgets; scheduling expenditures; analyzing variances; initiating corrective actions and driving timely and accurate reporting

- Must demonstrate strong ownership across all customer escalations and complaints

- Must manage resource planning, career planning, performance management for directs and drive transparency and accountability across all levels

- Must control attrition via appropriate engagement and fair/transparent appraisals

- Regularly formulate and execute internal and external governance

- Will be responsible for all reporting governance including, but not limited to, call center performance reports, agent statistics, customer matrices and associated trends

- Overall, ensure the UK Call Centre meets and exceeds its customer needs and expectations via driving a - quality first- ethos

OVERALL PERSONALITY :

- Must have strong affinity for British culture and British business ethics

- Must be a good coach (to be able to provide feedback that is specific, actionable and developmental) and a strong motivator (to energize and create operational buz)

- Must work across units and departments to ensure the right stakeholders are coming together for the greater good of the team

- Must be comfortable working with ambiguity

- Must have strong administrative skills

- Must be a high performance influencer

ENABLERS :

- Conduct quality assessment across the board and ensure we have the right people in the right job at all times

- Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets

- Work actively to drive the automation agenda at Infosys

- Must partner with the right resources to determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews

Women-friendly workplace:

Maternity and Paternity Benefits

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