Team Manager - BPO

Position Description - Team Manager

LOCATION - Hyderabad

REPORTEES- Associates & Leads

REPORTING TO - Operations Manager,

Summary of Responsibilities

Will be responsible for ensuring service levels and standards for productivity and quality are met by managing the team of Support Associates and Leads

Key responsibilities include:

- Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals

- Provide individual coaching feedback sessions, and weekly one-on-ones that focus on improving customer satisfaction

- Serve as a leader and point of contact for escalated contact resolution of a supervisory nature or complex problems

- Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change/Kaizen initiatives as required

- Active participation in building Support team & raising the bar in hiring process

- People management i.e. appraisal, training and mentoring talent to grow within organization & control attrition

- Ensures employees growth & development, set priority, drive motivation & engagement for employees

- Direct supervisory responsibility of a team of 20 members and will be managing associates and leads

- Monitoring real time service levels and schedule adherence, and holding the team accountable responsible for meeting and exceeding performance targets for the team

- Identify the training needs and work with site trainer for people development

- Carry out supervisory responsibilities in accordance with policies and procedures;

- Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team

- Solve complex support issues and proactively heading off negative service trends

- Actively contribute and lead site-wide, country-wide and even network-wide projects to create an enhanced experience for the customer and associates.

Knowledge & Skills Required

- Demonstrated ability to build, develop, direct, and manage team and achieve common goal

- Ability to support Business and provide solutions to customer pain points

- Ability to handle complex and ambiguous scenarios

- Ability to organize, prioritize and schedule work assignments

- Ability to make administrative and procedural decisions

- Proven ability to manage reporting and analysis

- Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations

- Ability to effectively and efficiently complete difficult goals or assignments

- Can adapt well to changing circumstances, direction, and strategy

- Strong interpersonal and communication skills

- Confident in using Microsoft Package (especially Excel)

- Experience of working with in-house or 3rd party Knowledge Management or CRM System

- Fluent English skills are required for this role

- Demonstrates functional expertise , deep business understanding to identify customer pain points and recommend solutions

Position Qualifications

- Minimum graduate college degree is required, technical degree (BCA, MCA, B.Tech is a plus.) Post-Graduate college degree is a plus.

- 8 + years’ work experience with 2-4 years People Management experience required

- Advanced computer skills using a variety of programs highly desired

- 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day

- Applicant need to be in People Management role

- Significant email and online Customer/customer service experience preferred