Job Description

:Role: Customer Support Assistant Unit ManagerDesignation: Assistant Unit Manager - Customer Support OperationsLevel 4Department: OperationsReports to: Operations ManagerRole & Responsibilities:\xef\x82\xb7 Ensure the SLA's and KPI Targets as specified by the client are met consistently.\xef\x82\xb7 Coaching and developing team members to drive performance and behaviors, including providing the Services in accordance with the Performance Standards and the Service Levels.\xef\x82\xb7 Dealing with Cases escalated by team members & Clients\xef\x82\xb7 Complete end to end understanding of Product / Process knowledge\xef\x82\xb7 Hiring & Training of new team members\xef\x82\xb7 Ensuring that Team members comply with all Client & Mphasis regulatory policies and procedures\xef\x82\xb7 Comply to all ISO & ISMS related protocols\xef\x82\xb7 Facilitating flow down of information (e.g., policies, procedures) to all Team members\xef\x82\xb7 Preparing service quality plan including quality control, assurance & improvement for the agents to create comprehensive quality program for the process\xef\x82\xb7 Conduct coaching and feedback session for team members\xef\x82\xb7 Conduct daily / Weekly / Monthly huddles & meetings\xef\x82\xb7 Maintain staffing requirements as specified from time to time\xef\x82\xb7 Control attrition through employee engagement activities\xef\x82\xb7 Leading and participating in projects\xef\x82\xb7 Ensuring alignment between Client and Mphasis by regularly attending calibration/coaching excellence sessions\xef\x82\xb7 Monitoring results and KPI data to drive performance and Team member behaviors including team goals\xef\x82\xb7 Conduct periodic appraisals of team members\xef\x82\xb7 Publish daily, weekly & Monthly reports\xef\x82\xb7 Engage with different departments within the organization (HR, Recruitment, Admin, Transport etc) to ensure smooth functioning of the processSkills required:\xef\x82\xb7 Graduation OR 12 yrs of education with minimum 3 yrs in International BPO\xef\x82\xb7 Strong team management skill - Experience of managing a team as a Team Coach, Quality analyst, Subject Matter Expert will be an added benefit\xef\x82\xb7 Insurance domain experience is preferred\xef\x82\xb7 Good understanding of key Voice - Outbound (customer service) operations metrics\xef\x82\xb7 Good interpersonal skills\xef\x82\xb7 Good analytical skill\xef\x82\xb7 Good knowledge of Excel (Core Statistics, Trend Analysis, Trending, Ratio Analysis, Formulas etc.)\xef\x82\xb7 Good planning skills\xef\x82\xb7 Knowledge of at least one coaching principle (SMART, GROW)\xef\x82\xb7 Knowledge of Six Sigma, LEAN, T&M preferred\xef\x82\xb7 Strong team building capabilities\xef\x82\xb7 Strong communication skills and a high degree of energy\xef\x82\xb7 Good balance between people, process & clients\xef\x82\xb7 Excellent communication skills, both verbal and written\xef\x82\xb7 Good client management & relationship building skills\xef\x82\xb7 Flexible about work content, timing and location and able to work independently with clients and colleagues\xef\x82\xb7 Should be ready to work in multiple / night shifts.We invite those who fit the criteria to apply:Eligibility Criteria:\xc3\xb8 All employees who meet the following minimum criteria are eligible to apply to IJPs\xc3\xb8 Applicant must satisfy the requirement as given in Table belowBPO TowerLevel 3 & AboveTenure in the OrganizationMinimum of 12 monthsTenure in Current Sub Function/ Process/ ProjectMinimum of 12 monthsTenure in Current LevelMinimum of 12 monthsPerformance Rating for last two appraisal cycles3 or above

• For IJPs which have level movements only employees with rating 3 or above are invited to apply.

1. 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)2. Applicant should not have had PIP/PDAPs in the last 6 months3. 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 applicable4. 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 releasedSelection Process:\xc3\xb8 Initial screening based on eligibility criteria\xc3\xb8 Excel or Aptitude test (to be changed as per process requirement)\xc3\xb8 Personal InterviewAbout MphasisMphasis 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.Skills:PRIMARY COMPETENCY : Domain knowledge PRIMARY SKILL : Insurance PRIMARY SKILL PERCENTAGE : 100About Company:Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. We have been recently felicitated by the economic times as the most distinguished digital company 2015. We have also been ranked 29 of 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.

Mphasis