Lead - Contact Centre

Overview
Would you like to help enrich the lives of learners around the world?

RM India (RM Education Solutions India Private Limited) is the India Delivery Center for UK based RM Plc. A leading supplier of technology and resources to the education sector, RM India helps deliver great education products and services that help teachers to teach and learners to learn. Our mission is to achieve growth by improving life chances of people. At RM India, we are driven by the potential of our business to touch lives and shape the future.

RM Plc have been pioneers of education technology since 1973. We provide technology and resources to the education sector supporting over 10 million students around the world. We work with 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes worldwide.

RM is a leading supplier of technology and resources to the education sector, supporting schools, teachers, and pupils across the globe. What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification, we partner with schools, examination boards, central governments and other professional institutions, to enrich the lives of learners.

RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Education Resources).

Visit us here to find out more:

Responsibilities
We are looking for self-motivated experienced candidates with operations/performance management skills to join our team. These roles will be based within the Customer Services Department, working with other business areas to resolve customer queries, including inbound calls, faxes, mail and e-mails presented from all sources and across several skillsets within defined SLA's achieving all personal and team KPI's and targets.

People

• Handle medium to complex issues on their own. Must be self-driven and look for solutions without unduly delaying them.
• Conduct periodic 1-1, communicates job expectations, performs appraisals and job reviews.
• Plan their leaves based on trends (when volumes are high, etc.) and guide their team mates to do so accordingly.
• First point of contact for all HR related issues/concerns
• Understand team members' strengths and weaknesses and address these.
• Enforces company policies and procedures.

Operations

• Responsible for service and operational levels delivery.
• Manages work allocation for the team by prioritizing high impact requests and drives the team's performance.
• Conducting effective resource planning to maximize resource productivity.
• Drive the team and ensure proper schedule adherence.
• Manage department and process communication / integration to ensure all procedures are applied and followed.
• Analyse daily/monthly reports and share observations & suggestions with management.
• Should be the SPOC for the team in terms of communicating with stakeholders.
• Being a focal point of information dissemination from management to the team and vice versa.
• Work with cross functional teams and initiate follow-up to other service areas when appropriate.

Experience
Knowledge & Experience

• 5+ years of experience in the similar role/industry
• 3+ years of operations/people management experience

Mandatory Skills

• Excellent communication, management, interpersonal and leadership skills
• Strong ability to multitask and take quick decisions independently.
• Good team and stakeholder management skills
• Experience in creating, maintaining training materials and process documents.
• Excellent attention to detail
• Resourceful, Pro-active & Self-Motivated
• Strong negotiation & Advanced conflict resolution skills
• Knowledge of performance evaluation and customer service metrics

Desired Skills

• Prior experience in similar role
• Experience in working with geographically distributed team.

Qualifications/Certifications

• Any graduate/post-graduate

Mode of Work/Location

• On-site

What's in it for you?

At RM My Work Blend @RM provides office-based colleagues with multi location and hybrid working options to suit them. As well as your office base, you can spend a proportion of your time working at alternative locations, and with flexibility of hours, as appropriate to the role. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working.

As well as a competitive salary our core benefits package includes Group Health Insurance, Group Personal Accident, Group Term Life Insurance, Doctor consultation reimbursement, annually, Medical reimbursement, monthly/Qtry/Annual Rewards & Recognition program, Annual Salary Review & Bonus payouts, Children's Education Assistance Subsidy, Summer Vacation Scheme, Staff Children Engagement Programme, Knowledge Acquisition Subsidy, Transportation Subsidy, Birthday & Marriage gifts and Subsidized Technopark Club Membership. RM India also has a comprehensive Rewards & recognition program to recognize and reward employees. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.

To better reflect the society that we serve, we're committed to building a diverse workforce and creating an inclusive and welcoming environments for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work, we also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us