job description

Role: Customer Support Assistant Unit Manager

Designation: Assistant Unit Manager - Customer Support Operations

Level 4

Department: Operations

Reports to: Operations Manager

Role & Responsibilities:

Ensure the SLAs 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 OR 12 yrs of education with minimum 3 yrs in International BPO

Strong team management skill - Experience of managing a team as a Team Coach, Quality analyst, Subject Matter Expert will be an added benefit

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.

We invite those who fit the criteria to apply:

Eligibility Criteria:

All employees who meet the following minimum criteria are eligible to apply to IJPs

Applicant must satisfy the requirement as given in Table below

For IJPs which have level movements only employees with rating 3 or above are invited to apply.

1. Applicant must have met client or account specific retention guidelines as per Mphasis Contractual agreements with the customers in place at the time of applying for the IJP (Where & If applicable)

2. Applicant should not have had PIP/PDAP s in the last 6 months

3. Applicant must be at the same or one level below the position applying for. The IJP can result in only one level up movement, wherever applicable

4. Applicant must meet the eligibility criteria stated in the IJP Besides the above, all employees will be required to meet the minimum experience and skill criteria listed as part of the job description

for which the IJP is released

Selection Process:

Initial screening based on eligibility criteria

Excel or Aptitude test (to be changed as per process requirement)

Personal Interview

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.