Job Summary
To motivate, develop and mentor team members in a dynamically changing environment¿ Drive process performance to achieve and exceed SLA deliverables¿ Lead and deliver complex client engagements that help identify, design, and implement creative business solutions for the company¿ Provide excellent customer service and determine the needs of the client¿ Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance¿ Manage Shrinkage, Productivity, and control attrition¿ Manage dips in performance with adequate reinforcement plans proactively¿ People management and associated responsibilities like performance and development management¿ Ability to communicate well and manage relationships with internal and external contacts¿ Manage & delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs¿ Understanding of processes run by team and ability to bring in improvements and efficiencies within operations¿ Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness¿ Conduct Team Huddles to discuss process updates, feedback, and key focus points for the day¿ Answer and manage client queries/complaints across LOBs, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions¿ Able to mentor team in process & quality parameters¿ Perform Root Cause Analysis to identify key AFIs and create action plans/goals to improve¿ Provide Direct Customer Support, answer live chats or/and social media from customers to provide quick resolution of issues and questions, or may provide assistance to a team member¿ Create, Publish and Maintain operations related reports in a timely manner¿ Discover training needs and support in training to provide the necessary coaching on ground¿ Collaborate with the different support groups ¿ Recruitment, Training, Quality, HR, Workforce ¿ to improve agent profiling and performance¿ Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI¿ Adhering to the company and customer procedures, policies, confidentiality guidance, and data protection legislation