Assistant Unit Manager

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 SLA's 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.

Eligibility Criteria

We invite those who fit the criteria to apply:

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

ø Applicant must satisfy the requirement as given in Table below

BPO Tower

Level 3 & Above

Tenure in the Organization

Minimum of 12 months

Tenure in Current Sub Function/ Process/ Project

Minimum of 12 months

Tenure in Current Level

Minimum of 12 months

Performance Rating for last two appraisal cycles

3 or above

• For IJPs which have level movements only employees with rating 3 or above are invited to apply.
• 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)
• Applicant should not have had PIP/PDAP’s in the last 6 months
• 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
• 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

ø Initial screening based on eligibility criteria

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

ø 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.