Unit Manager
Job Description
Role: Customer Support Unit Manager
Designation: Unit Manager - Customer Support Operations
Level 5
Department: Operations
Reports to: Operations Manager
Role & Responsibilities:
Ensure the SLA's and KPI Targets as specified by the client are met consistently.
Coaching and developing team members to drive performance and behaviors, including providing the Services in accordance with the Performance Standards and the Service Levels.
Dealing with Cases escalated by team members & Clients
Complete end to end understanding of Product / Process knowledge
Hiring & Training of new team members
Ensuring that Team members comply with all Client & Mphasis regulatory policies and procedures
Comply to all ISO & ISMS related protocols
Facilitating flow down of information (e.g., policies, procedures) to all Team members
Preparing service quality plan including quality control, assurance & improvement for the agents to create comprehensive quality program for the process
Conduct coaching and feedback session for team members
Conduct daily / Weekly / Monthly huddles & meetings
Maintain staffing requirements as specified from time to time
Control attrition through employee engagement activities
Leading and participating in projects
Ensuring alignment between Client and Mphasis by regularly attending calibration/coaching excellence sessions
Monitoring results and KPI data to drive performance and Team member behaviors including team goals
Conduct periodic appraisals of team members
Publish daily, weekly & Monthly reports
Engage with different departments within the organization (HR, Recruitment, Admin, Transport etc) to ensure smooth functioning of the process. Skills required:
Graduation is a MUST.
Should have managed a minimum team size of 10 to 15 agents for more than 12 months.
Insurance domain experience is preferred
Good understanding of key Voice - Outbound (customer service) operations metrics
Good interpersonal skills
Good analytical skill
Good knowledge of Excel (Core Statistics, Trend Analysis, Trending, Ratio Analysis, Formulas etc.)
Good planning skills
Knowledge of at least one coaching principle (SMART, GROW)
Knowledge of Six Sigma, LEAN, T&M preferred
Strong team building capabilities
Strong communication skills and a high degree of energy
Good balance between people, process & clients
Excellent communication skills, both verbal and written
Good client management & relationship building skills
Flexible about work content, timing and location and able to work independently with clients and colleagues
Should be ready to work in multiple / night shifts. About Mphasis
Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis' Front2Back Transformation approach. Front2Back uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis' Service Transformation approach helps 'shrink the core' through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis' core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.
