Job Description

Under the direction of the Senior Manager/Asst. Vice President, this role is primarily responsible in managing BPO operations—Retirements account (Defined Contributions and Defined Benefits) and performance of the team to ensure all agreed SLA’s and KPI’s are met. This job also includes direct client interactions for any questions and issues around SLA’s and process improvements.

• Develop strategies on the floor reducing attrition and improving employee satisfaction. Stay in touch with people and have a pulse of how they think and what needs to be done to influence them
• Documented monthly performance review of Agents and Assistant Managers.
• Execute quarterly and annual appraisals of agents and Assistant Managers and consequent development processes effectively. Appraisals of agents based on evaluation of metrics performance and of non-metrics-based parameters. Mentor agents and AMs.
• Drive reward and recognition activity on the floor. Get participation and create enthusiasm.
• Drive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement, scope projects, and involve relevant others. Create enthusiasm for the process.
• Review performance of the KPI’s on a near term basis and develop plans for improvement of performance.
• Stay in touch with client at the Process Owner level on a daily basis to review progress.

Ensure compliance with internal policies and procedures, external regulations and information security standards

• English language proficiency
• Previous international Voice experience
• Good Computer navigation skills
• Should be familiar with MS Office
• Possesses necessary knowledge of business concepts to effectively perform the job
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards
• Self-discipline
• Result orientation
• Adaptability
• Listening and comprehension skills
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multi task, prioritize and manage daily work activities