Group Manager - Chat (Mandatory)

Job Description

Role & responsibilities : Note: Experience in Chat process is Mandatory Group Manager will manage team of 80-100 staff and will be responsible for day-to-day operations. This role also requires him/her to liaise with the clients on a daily/weekly basis and ensure contractual deliverables are met. Manages a group of FLM (AM/DM) and is primarily responsible for delivering SLAs and schedule for tasks performed. Drive team performance, KPI management, reporting, absenteeism, attrition, etc. Handle day to day operations with focus on coaching, recognition, performance management and analysis including data trends and drivers. Manage customer/client escalations effectively as per guidelines. Interact regularly with the clients to share updates, manage operational reviews. Responsible for client and employee satisfaction and reduce attrition by working closely with the HR, while also collaborating with other process owners and training / quality managers to share best practices and drive higher results. Determine capacity planning, hiring needs and interviewing to onboard appropriate skill sets required for service delivery. Drive Transformation and process improvement initiatives in the processes. Should be ok with working in 24* 7 environment, spilt offs and rotational shifts. Skills required: Demonstrated leadership ability and excellent people management skills. Knowledge and experience in organizational effectiveness and operations management Excellent computer skills and proficient in Excel, Word, Outlook, and Access Excellent communication skills both verbal and written. Excellent interpersonal skills and a collaborative management style A demonstrated commitment to high professional ethical standards in a diverse workplace Open to direction and Collaborative work style and commitment to get the job done. High comfort level working in a diverse environment. Solutions mind-set, passion to drive better customer experience. Ability to adapt self with the team in-case of adversity, business challenges/requirement. Attention to details