Capita - Team Manager (3-4 yrs)
Urgent Requirement for Team Manager at Capita, Pune
Role Objective :
- To plan resources and workflows in a manner that ensures that the team delivers service to the client within identified SLA's; to manage, develop and support a team comprising of Executives and/or Process Leaders and to interface & maintain close working relationships with the client and to initiate and participate in process improvement initiatives/projects
Roles and Responsibilities :
1. Manage the Calls, Web-chat and Email operations with the desired efficiency and effectiveness
2. Ensure relevant processes are followed on the operational floor
3. Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLA's
4. Liaise with Business Planning & MI team where required for resource planning and optimum utilization;
5. Manage and optimize workflows (pipeline and individual work queues)
6. Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance;
7. Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality;
8. Execute any relevant business transformation activities within the team;
9. Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills;
10. Report on team performance, customer/client feedback and all daily operational activities;
11. Liaise, coordinate and manage relationships with other departments and onshore teams;
12. Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team;
13. Co-ordinate with internal support functions to help resolve issues for the team;
14. Participate in the recruitment process of new advisers;
15. Implement the rewards and recognition program to motivate the team to perform better;
16. Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders
Experience :
At least 3-4 years of total work experience with 2 years within operations with team management experience on papers as a part of an international travel process within the BPO/ITES space.
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