Team Manager

Role Name: Team Manager

Location: Indore

Grade: BPO 3/4

Salary: up to 9 - 11 LPA

SKILLS AND COMPETENCIES:

• Ability to track, analyze, and interpret performance data (including customer satisfaction and case progress) to identify trends and areas for improvement.

• Ability to identify, analyze, and effectively address operational issues.

• Ability to interpret data and generate reports to communicate performance and identify improvement opportunities.

• Leadership & Team Management: Ability to motivate, guide, and develop a team of case management professionals.

• Coaching & Development: Skill in providing constructive feedback, identifying learning opportunities, and coaching team members for performance improvement.

• Stakeholder Management: Ability to build and maintain effective working relationships with relevant stakeholders.

• Customer Focus: Commitment to understanding and addressing customer needs and ensuring high levels of customer satisfaction.

• Results Orientation: Focus on achieving targets, meeting SLOs, and driving performance improvements. 

RESPONSIBILITIES:

Case Management:

• Monitor daily case progress to ensure timely updates and address any issues.

• Ensure compliance with service level objectives across all active cases handled by the team.

• Serve as a point of escalation for complex or sensitive cases, providing guidance and support to team members to reach resolution.

• Facilitate cross-functional collaboration to resolve cases that require input or action from other teams.

Performance Management:

• Establish clear performance expectations and individual goals for team members that align with overall operational objectives.

• Provide regular and constructive feedback to team members on their performance, highlighting strengths and areas for development.

• Implement performance improvement plans for team members who are not meeting expectations, providing the necessary support and resources.

• Analyze key performance indicators beyond customer satisfaction and escalations to gain a holistic view of team performance.

Governance:

• Ensure adherence to all relevant policies, procedures, and regulatory requirements within the operations team.

• Participate in strategic planning initiatives to contribute operational insights and support the achievement of broader organizational goals.

• Foster a culture of continuous improvement within the team, encouraging feedback and the proactive identification of opportunities for process enhancement.

• Manage team resources effectively, including workload distribution and ensuring adequate staffing levels to meet operational demands.

**PAN and DOB is required in creating Employee Profile**