Experience required for the Job: 2 - 6 years
Annual Salary of the Job: 5.0 - 6.0 Lacs
Job Location: Bengaluru/Bangalore
About the company - Fortune 500 Company in Bangalore ! US process for providing Full Service Revenue Cycle Management. Offers a professional work environment, outstanding challenges, industry competitive compensation, accelerated career growth and overseas opportunities.
Eligibility:
Job Description: TEAM LEADER - Mortgage for US Process
Principal Accountability:
Briefing, Execution & Involvement in day - to - day operation. Operational Management.
Creation of various MIS production reports. Initiation of Quality process Improvement. People Management. Issues & conflict management.
Should be capable to lead conference calls & discussing with the clients.
Should interact well with his team members and be capable of lending floor support
Ensure achievement of SLA metrics for the team by setting targets on various metrics, monitor performance on a periodic basis and perform root cause analysis when performance dips below expectations
Track agent performance and take corrective actions as required
Managing the team by providing suitable support (coaching, mentoring and reviews), thereby ensuring customer satisfaction
Responsible for preparing monthly review presentation, reports and analysis on attrition and absenteeism of the team members.
Ensure smooth flow of operations by maintaining high level of discipline, handling crisis situations such as unscheduled absenteeism, assist agents with resolutions, and ensure minimum number of login hours as per the KRA.
Attend internal/external JCM & Client calls
Responsible for handling escalation/supervisory calls
Coordination with support departments like WFM, Facilities, HR, Risk and Security etc. to ensure all agent issues are taken care of
Performance Measures
• Meeting KPIs
• Campaign knowledge test scores for the team and self
• Hygiene metrics such as adherence, absenteeism, documentation percentage
• Meeting minimum monitoring and feedback numbers
• SKEP for all agents at least once in a quarter
• Comply with the site 90 day intervention plan
• Reporting (as agreed with the clients)
• Coaching and feedback
Experience/ Knowledge
Graduate with minimum 3years of experience in a BPO and 1year of relevant work experience as Team Leader.
Basic Knowledge on data analysis
Ability to work in different environments (Voice / Non-voice and Back-Office)
Professional Skills
• Client Interaction Skills and Reviews
• Coaching and Mentoring Skills
• Strong people management skills
• Strong Leadership skills
Competencies
• Execution Excellence
o Holding themselves and others accountable for delivering agreed growth objectives. Ensure goals/ objectives are clear and individuals are consistently measured and rewarded for achieving them.
• Change Management
o Understands the environment and need for change, and is an active component towards facilitating, initiating, supporting change in all spheres of their job. Has the ability and desire to initiate and support change with the objective of substantially enhancing business performance.
• Relationship Management
o understands the significance of long term win-win relationships with internal as well as external customers and develop, nurture professional relationships to ensure mutually beneficial outcomes for all concerned.
• Developing Self and Others
o Understands own, individual and group capabilities and limitations in relation to organizational demands. Continuously upgrades his/her own skills and systematically develop others through coaching and mentoring, effective feedback and regular reviews. Adapts, creates and utilizes tools and opportunities to meet development needs.
Attitude:
* Customer orientation, service orientation, empathy and willingness to learn and conscientiousness, team player
Mental agility:
* Ability to grasp, relate and quick response.
Stress management:
* Willingness to change and perform under pressure. Flexibility to work in a 24x7 work environment.
Interpersonal skills:
* Ability to work in a team, willing to take lead, ready to assist and share knowledge with others
Note: Its a group mail so if that is not matching to your profile please ignore it. Please forward it to your friends who are looking for change.
*************Candidate who can join immediate would be preferable*********
Thanks & Regards,
Ali
Team HR
FUTURZ CONSULTANCY SERVICES
#306, Sai Datta Arcade, Street No. 6,
Opp. KFC, Himayath Nagar, Hyderabad.
Ph: 040-6602 4042.
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