Grade - C11
Roles & Responsibilities
Lead a team of 10 - 12 chat advocates
Drive all activities as required in the Unit plan
Consistently achieve business-defined performance indicators with urgency and commitment
Responsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost)
Conduct regular process reviews to identify improvements
Motivate employee performance and continuously develop talent though encouragement, feedback and coaching
Serve as a role model in a culture of accountability, integrity and respect
Promote an environment of open communication
In case of quality/navigation specialist role:
Review and maintain quality standards
Document employee issues as required & provide employee guidance & coaching
o Share regular feedback to agents/associates and also train and coach agents/associates
o Ensure proper capacity planning and maintain work schedules as per requirements
Management Skills:
Takes immediate and independent action to resolve issues or problems when they arise
Make sound decisions that reflect good judgment
Posses exceptional performance management abilities
Able to collaborate, build relationships and work across the organization in a multisite matrix operations environment
Able to plan for projects and initiatives by identifying risks and assumptions
Posses execution skills with attention to detail and focus on clear, realistic action steps and timelines including capacity planning
Education and Experience:
Bachelor’s Degree or Equivalent Experience
6 - 7 years’ experience with 1-2 years of team management experience
Call center/Chat operations experience is a plus
Competence in Risk and Control, ability to identify and mitigate emerging risks
Familiarity and understanding of financial industry preferred
Excellent communication skills (written, verbal and interpersonal)
Extremely organized. Strong multitasking and time-management skills
A demonstrated passion for learning and developing employees at all levels
Preferences:
Must possess good verbal and written communication skills to include proficiency with grammar, spelling and punctuation
Must possess good analytical skills
Must possess superior observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established
Must possess procedure driven judgment in order to find the best solution to an issue
Must be goal oriented
Preferred Personal Attributes:
Must possess good verbal and written communication
Highly motivated & self-driven
Must possess good analytical skills & eye for detail
Result orientated
Customer orientated
Analytical thinking
Shift of operations:
• US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week.
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Job Family Group:
Operations - Core------------------------------------------------------
Job Family:
Operations Support------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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