Manager EXL/M/1035580

2 weeks ago

Pune, India exl Full time
Job Description

Basic Function

Under the direction of the Senior Manager /Asst. Vice President, this role is primarily responsible in managing operations and performance of the team to ensure all agreed SLA’s and KPI’s are met. This job also includes direct client interactions for any questions and issues around SLA’s. The role continually involves coaching, training and developing supervisors and senior executive’s; promoting client and employee retention initiatives.

Essential Functions

Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence themDocumented monthly performance review of Agents and Assistant ManagersExecutive quarterly and annual appraisals of Agents and Assistant Managers and consequent development processes effectively. Appraisal of Agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor Agents and TLDrive reward and recognition activity on the floor. Get participation and create enthusiasmDrive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the processReview Performance of the KPIs on a near term basis and develop plans for improvement in performance.Stay in touch with the Client at the Process Owner level on a daily basis to review progressEnsure compliance with internal policies and procedures, external regulations and information security standardsShould get process trained and be ready to answer escalated supervisor calls as neededCompetencies & SkillsStrong people management and leadership skillsCapability to conduct an appraisal discussion and assess different levels of performance and potentialCapability to communicate with large teamsProcess Excellence MethodologyAppreciation of the domain needs of the process and its key driversReasonable level of business perspective regarding the internal functioning of BPO/EXLGood networking capability and Client facing skills

Primary Internal Interactions

Frontline Staff; Assistant Managers and Lead Assistant Managers - to provide direction and guidance in meeting process objectivesSenior Manager; Asst. Vice President; - to solicit support and advice to improve overall service deliveryAccount Management - to provide critical information needed to maintain vendor-client relation and potential business growthTechnology Team – to understand the technology solution and associated timelines and cost so that the technology solution is tightly integrated with the overall solution.Migrations Team – to validate implementation design, timelines, resource requirement and cost.Pricing Team – participate in pricing reviews and provide inputsSales Team – to understand the opportunity in greater detail, and to understand client business drivers, concerns and needs betterMarketing Team – to provide overall solution for incorporation in the overall proposal which is owned by the Marketing Team

Primary External Interactions

Client stakeholders – to present team performance and solutions, seek additional information or clarifications about the processVendors, for any material/ service availedOrganizational RelationshipsReports To :

Sr. Manager/AVP, Operations

Supervises :

Executives/ Sr. Executives/ AMs/LAMs

Skills

Technical Skills

Above average knowledge of MS Office applications like – PowerPoint, MS Word and MS ExcelBasic Skills on MinitabInternet usage and email accessBasic knowledge in forecasting and schedulingContact center managementProject managementProcess Specific SkillsKnowledge of the Healthcare Insurance and Medical Services business in various industry domainsSoft Skills (Minimum)Above average verbal and written communication skillsAbove average presentation skillsFlexibility and urgency to handle pressureTeam work/ Self-sufficiency / AdaptabilitySelf-disciplined and results orientedData gathering ability/ Keen eye for detailAnalytical skillsOperational planning and process managementAbility to multi taskAbility to approach problems logicallyInterpersonal SkillsCustomer Service FocusCoaching and mentoring skillsProject managementProblem-solving skills using Six Sigma, COPC, and or similar methodologyBasic domain knowledgeEXL basic measurement: PEI, MEI, and the likesSoft skills (Desired)

Education Requirements

Graduate

Work Experience Requirements

Total work experience should be a minimum of 5 years in the contact center operations with leadership background and has managed large teams

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