Non Voice Operations
Female candidates are preferred for the role
Requires working in North American Shift Timings
Role Description
Responsible for the day to day management of multi-site teams, multiple functions, and multiple shifts for operations. Key to this role is delivering the needs of the Business partners by ensuring the day-to-day operations are met.
Education/Experience
- Minimum Graduate
- Relevant qualifications in Operations/ Business Management preferred
- Minimum 10 years of industry Customer Service experience in North America Non Voice Ops (insurance preferred)
- Should be currently working in the capacity of a Senior Manager / similar designation/ or as a Manager for atleast 2-3 years
Skills/Capabilities
- Leadership experience of managing a team size of at least 80, ability to work in an environment of multiple priorities and conflicting deadlines
- Customer service focus, 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.
- Process improvement experience using a methodology
- Accomplishments in process optimization, operations management, and client servicing & team management with key focus on cost control, revenue maximization, and strategic planning & change management
- Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.
- An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitude
- Established good track record in attrition control and mapping, align staffing as per volume forecast and hiring nos
Responsibilities
- SLA & KRA Performance Management
- Manage workflow and resources to consistently meet our service standards even under pressure situations
- Provide support on escalated cases and Handles service recovery situations
- Participates on process improvement initiatives for business units
- Lead small departmental projects or initiatives that support departmental goals
- Help staff assess their career objectives and developmental needs in achieving those objectives
- Develop contingency strategies and plans for staffing changes
- Identify causes for non-achievement of SLAs, develop solutions and execute the same
- Employee engagement plans for improved Retention
- Establishing Governance Model
- Manages FTEs, SME, TL and AM, Managers levels based on budget requirements & direction provided by Leadership team
- Create an environment of innovation and creativity that leads to continual process and service improvements
- Develop teams capability by completing quality/accuracy checks, giving performance feedback to employees to increase -team capabilities and production levels.
- Commercial
- Publish weekly revenue flash highlighting Rev loss if any & Action Plan
- Controlling budget on Incentive, Transport, Employee Engagement;
- Develop models on Incentive structure for R&R.
- Basic Understanding of Process P&L
- Resource Planning
- Lead and inspire multiple teams under severe constraints
- Capacity Utilization - trends, attrition, projected ramp-ups, metrics
- WFM Management Service Level; Work Prioritization Strategies, Productivity (Reducing Shrinkages & tracking AHT)
- Client Interface
- Builds strong relationship with business unit leaders
- Daily touch points with onshore partners on key performance areas
- Business Reviews (WBR / MBR) with the onshore on performance
- Provide various timely reporting to Business Heads on production, overtime, FTEs, savings etc
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