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Hiring for Team Manager - International Voice Operations

Keywords / Skills : voice operations, international voice process

Posted: 2018-12-07

Customer Service Executive (Voice)
Posted On
7th Dec 2018
Job Ref code
Job Description
Hi ,
We are hiring for one of the leading Organization. PFB the job details :

Job Title : Team Manager - Operations
Job Location : Pune (Kalyaninagar / Magarpatta)
Exp : 3 to 4 yrs (Team mgmt : 1+ yr) of 10 to 15 members
** (Only from International Voice ops - Any domain)
** Good Comms
** Shift : 24 x 7 rotational (UK - Incl night shifts) - 5 days
** NP : Should join in 45 days

Drive : 8th Dec18 / Sat @ 11 am (Kalyani nagar - Pune)

Job Description :

Role Responsibilities

Core work area
This should include the primary responsibilities that an individual spends maximum time on. Do consider day to day tasks, short & long term objectives, complexity of tasks, scope of thinking which is required in order to complete tasks, develop concepts or procedures etc.; extent of control, autonomy of decision making.

Doing weekly audits and Administering feedback for the same.
Employing Other methods to improve the same, for example : conducting process knowledge tests.
Productivity and resource management
Develop and conduct process knowledge test to increase efficiency
Tracking and managing teams sickness and absence
Daily /Weekly communication all process and organizational updates to the advisors.
Floor walking /Floor support
Participate in weekly Call consistency workshops with managers and client.
Supporting the Real time management team with queues when required
Managing available resources across various functions to avoid loss in productivity

Role Responsibilities (contd.)
People Management
Should include responsibilities for other staff if applicable, in terms of recruiting of, assessing of, training of, managing of direct reporting staff

Span of Control - 15 20
Action monthly performance reviews and goal setting exercises
Weekly/Monthly feedback for quality and productivity
Training and delegation to upskill/cross skill and motivate staff
Resolve all staff issues and pay queries
Staff leave management
Ensure grooming for all advisors according to opted career path within the organization
Use innovative methods to keep advisors engaged (plan and conduct team building exercises, outings etc )
Analyzing data to identify bottom quartile performers and design appropriate action plans to improve performance.
Performance management of bottom performers
Managing new joinees to get them up the learning curve
Preparing yearly performance review documents to be used for annual appraisals.
To manage retention effectively and track the same using monthly reports and action plans for possible attrites.
Escalation and follow up of people issue to respective authorities to ensure quick resolution
Ensure timely payroll inputs are provided to avoid dissat.

Administrative tasks
General administration support provided for
Creating and updating all advisor files.
Updating all relevant operational trackers.
Enforcing business policies.
Complying with compliance regulations.
Organising transport for staff as per roster

Interested candidates please share your updated Resume to [HIDDEN TEXT]

Nirmegha Desired Candidate Profile
Please refer to the Job description above

About Company

2Coms Consulting Pvt Ltd. Reputed Org with PAN India presence
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