Unit Operations Coordinator

5 days ago

Pune, Maharashtra, India beBeeCustomerService Full time ₹ 15,00,000 - ₹ 20,00,000
Job Opportunity: Assistant Unit Manager

We are seeking a highly skilled and experienced Assistant Unit Manager to join our team. As an integral part of our customer support operations, you will play a pivotal role in driving success and excellence.

In this dynamic and challenging position, you will be responsible for coaching and developing team members to drive performance and behaviors. You will ensure that SLA's and KPI targets are consistently met, and work closely with team members to resolve escalated cases. Additionally, you will possess a deep understanding of products and processes, and be able to hire, train, and manage new team members effectively.

Key Responsibilities:

  • Ensure SLA's and KPI targets are met consistently
  • Coaching and developing team members to drive performance and behaviors
  • Dealing with cases escalated by team members
  • Complete end-to-end understanding of products
  • Process knowledge
  • Hiring and training of new team members
  • Ensuring that team members comply with all client and regulatory policies and procedures
  • Complying to all ISO and ISMS related protocols
  • Facilitating flow down of information (e.g., policies, procedures) to all team members
  • Preparing service quality plan including quality control, assurance, and improvement
  • Conducting coaching and feedback sessions for team members
  • Conducting daily, weekly, monthly huddles and meetings
  • Maintaining staffing requirements as specified from time to time
  • Controlling 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
  • Conducting periodic appraisals of team members
  • Publishing daily, weekly, monthly reports
  • Engaging with different departments within the organization (HR, Recruitment, Admin, Transport, etc.) to ensure smooth functioning of the process

Required Skills and Qualifications:

  • Graduation or 12 years of education with minimum 3 years in International BPO
  • Strong team management skills - Experience of managing a team as a Team Coach, Quality Analyst, Subject Matter Expert will be an added benefit
  • Insurance domain experience is preferred
  • Good understanding of key Voice-Outbound customer service operations metrics
  • Good interpersonal skills
  • Good analytical skills
  • 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, TM preferred
  • Strong team building capabilities
  • Strong communication skills and a high degree of energy
  • Good balance between people, process, and clients
  • Excellent communication skills (both verbal and written)
  • Good client management and relationship-building skills
  • Flexible about work content, timing, and location and able to work independently with clients and colleagues

Benefits:

  • A competitive compensation package
  • Ongoing training and development opportunities
  • A collaborative and dynamic work environment

Contact Information: For more information, please visit our website.
Note: Only shortlisted candidates will be contacted for further evaluation.

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