Team Manager
4 weeks ago
Program Manager - Tech Support
Qualification:
• Education- Graduate /Post Graduate – preferably MBA graduates Knowledge of CRM tools & MS office tools, especially (Excel, PowerPoint)
Responsibility:
Stakeholder/Business Management:
-
• Update trackers, Create/Update tickets, update required applications & tools and keep PM informed of new issues. -
• Respond through email and chat. -
• Provide updates and submit reports related to own area of work. -
• Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken. -
• Identify & suggest Business improvement opportunities. -
• Identify & drive opportunities to enhance service delivery & Customer experience. -
• Identify cost optimization opportunities. -
• Drive business excellence to add value to client.
Customer Relationship Management:
-
• Provide information, educate customer, troubleshoot, probe and fix issues. -
• Interact with Customers (internal / external) to meet process deliverables. -
• Create status reports for Customers (internal/external). -
• Prepare and report process performance metrics to the Customer with the assistance of the Operations Manager. -
• Manage and resolve escalations and issues raised by Customers and Process Specialists. -
• Seek regular feedback from Customers and communicate to the team.
Process Improvements and Adherence:
-
• Ensure adherence to Quality norms and processes. -
• Ensure individual & team SLAs are met on processing transactions (if applicable). -
• Ensure process guidelines are followed and met as documented. -
• Initiate and deliver on process improvement projects to improve process efficiencies. -
• Innovate opportunities to automate & reduce manual interventions. -
• Discuss/ suggest the way forward, improvement areas to the Customer/process. -
• Drive a culture of continuous improvement within the team.
Project Control, Management and Review / Program delivery:
-
• Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines. -
• Conduct analysis, track services delivered. -
• Review process audit findings and take corrective action to prevent negative results. -
• Conduct Quality checks & periodical reviews for process adherence. -
• Handle supervisory calls and report to manager on performance, status and any escalations. -
• Responsible for daytoday work, process flows and constantly endeavoring to be able to lead the team from the front. -
• Manage and ensure resolution of escalations and issues raised by customer. -
• Track process spends and highlights variances. -
• Interface with other departments for getting required assistance or support for the team. -
• Manage available resources between sub processes and ensures that the entire project deliverable is met. -
• Optimum resource utilization through cross training initiatives, buffer management. -
• Engage with other processes to understand and implement best practices.
People / Team:
-
• Contribute to and participate proactively in knowledge sharing sessions. -
• Participate and contribute to organizational activities. -
• Provide work direction and guidance to team members. -
• Establish systems and procedures in the team. -
• Groom self and team to support vertical growth. -
• Allocate work and tasks to the team. -
• Report to the manager on performance, status and any escalations. -
• Facilitate and participate proactively in knowledge sharing sessions. -
• Conduct team building activities to enhance motivation. -
• Conduct performance appraisals for team members– provide input into the learning and career plans for team members. -
• Identify training needs of team members and provide coaching support to them. -
• Conduct process training or refresher training if required. -
• Review VOC scores, provides feedback and recommend refresher training whenever necessary. -
• Resignations / Absconder communication to Operations Manager. -
• Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues. -
• Manage attrition and absenteeism. -
• Support recruitment efforts for the team. -
• Conduct knowledge transfer sessions for new joiners in the team.
Must Have Skills
- Speaking English
- Customer Service
Good To Have Skills
- After Sales & Service (Tech)
-
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