Unit Manager

Job Description

Role: Customer Support Unit Manager

Designation: Unit Manager - Customer Support Operations

Level 5

Department: Operations

Reports to: Operations Manager

Role & Responsibilities:

.Ensure the SLA's and KPI Targets as specified by the client are met consistently.

.Coaching and developing team members to drive performance and behaviors, including providing the Services in accordance with the Performance Standards and the Service Levels.

.Dealing with Cases escalated by team members & Clients

.Complete end to end understanding of Product / Process knowledge

.Hiring & Training of new team members

.Ensuring that Team members comply with all Client & Mphasis regulatory policies and procedures

.Comply to all ISO & ISMS related protocols

.Facilitating flow down of information (e.g., policies, procedures) to all Team members

.Preparing service quality plan including quality control, assurance & improvement for the agents to create comprehensive quality program for the process

.Conduct coaching and feedback session for team members

.Conduct daily / Weekly / Monthly huddles & meetings

.Maintain staffing requirements as specified from time to time

.Control 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

.Conduct periodic appraisals of team members

.Publish daily, weekly & Monthly reports

.Engage with different departments within the organization (HR, Recruitment, Admin, Transport etc) to ensure smooth functioning of the process.

Skills required:

.Graduation is a MUST.

.Should have managed a minimum team size of 10 to 15 agents for more than 12 months.

.Insurance domain experience is preferred

.Good understanding of key Voice - Outbound (customer service) operations metrics

.Good interpersonal skills

.Good analytical skill

.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, T&M preferred

.Strong team building capabilities

.Strong communication skills and a high degree of energy

.Good balance between people, process & clients

.Excellent communication skills, both verbal and written

.Good client management & relationship building skills

.Flexible about work content, timing and location and able to work independently with clients and colleagues

.Should be ready to work in multiple / night shifts.

About Mphasis

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis Front2Back Transformation approach. Front2Back uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis Service Transformation approach helps shrink the core through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.