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Manager EXL/M/1035580
1 month ago
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 them Documented monthly performance review of Agents and Assistant Managers Executive 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 TL Drive reward and recognition activity on the floor. Get participation and create enthusiasm Drive 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 process Review 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 progress Ensure compliance with internal policies and procedures, external regulations and information security standards Should get process trained and be ready to answer escalated supervisor calls as neededCompetencies & Skills
Strong people management and leadership skills Capability to conduct an appraisal discussion and assess different levels of performance and potential Capability to communicate with large teams Process Excellence Methodology Appreciation of the domain needs of the process and its key drivers Reasonable level of business perspective regarding the internal functioning of BPO/EXL Good 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 objectives Senior Manager; Asst. Vice President; - to solicit support and advice to improve overall service delivery Account Management - to provide critical information needed to maintain vendor-client relation and potential business growth Technology 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 inputs Sales Team – to understand the opportunity in greater detail, and to understand client business drivers, concerns and needs better Marketing 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 process Vendors, for any material/ service availedOrganizational Relationships
Reports 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 Excel Basic Skills on Minitab Internet usage and email access Basic knowledge in forecasting and scheduling Contact center management Project managementProcess Specific Skills
Knowledge of the Healthcare Insurance and Medical Services business in various industry domainsSoft Skills (Minimum)
Above average verbal and written communication skills Above average presentation skills Flexibility and urgency to handle pressure Team work/ Self-sufficiency / Adaptability Self-disciplined and results oriented Data gathering ability/ Keen eye for detail Analytical skills Operational planning and process management Ability to multi task Ability to approach problems logically Interpersonal Skills Customer Service Focus Coaching and mentoring skills Project management Problem-solving skills using Six Sigma, COPC, and or similar methodology Basic domain knowledge EXL 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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