Job Description

:



Lead a team span of 14 - 20 associates

Direct all activities in the department

Consistently reach business-defined performance indicators with urgency and commitment

Responsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost)

Conduct regular process reviews to identify improvements

Motivate employee performance and continuously develop talent though encouragement, feedback and coaching

Serve as a role model in a culture of accountability, integrity and respect

Promote an environment of open communication

Management Skills:

Takes immediate and independent action to resolve issues or problems when they arise

Ability to make sound decisions that reflect good judgment

\xef\x82\xb7 Exceptional performance management abilities

Ability to collaborate, build relationships and work across the organization in a multisite matrix operations environment

Ability to plan for projects and initiatives by identifying risks and assumptions

Superior execution skills with attention to detail and focus on clear, realistic action steps and timelines including capacity planning

Ability to probe beyond symptoms to determine the underlying causes of problems

Education and Experience:

Preferably have a bachelor\xe2\x80\x99s degree or equivalent experience

Preferably 4+ years\xe2\x80\x99 experience in BPO. ( 1+years of FLM experience is a must if applying for L5)

Chat operations experience is a plus for contact center requirement

Analytical skills \xe2\x80\x93 Ability to measure and monitor KPIs, set SMART goals, Coaching needs, identify trends, track productivity, accuracy etc

Audit and Compliance - Ability to identify and mitigate emerging risks

Excellent communication skills (written, verbal and interpersonal)

\xef\x82\xb7 Familiarity and understanding of financial industry preferred

Extremely organized. Strong multitasking and time-management skills

A demonstrated passion for learning and developing employees at all levels

Preferences:

Must possess good verbal and written communication skills to include proficiency with grammar, spelling and punctuation

Must possess good analytical skills

Dependable with proficient attention to detail

Must possess superior observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established

Must be goal oriented

Preferred Personal Attributes:

Highly motivated & self-driven

Result orientated

Customer orientated

Analytical thinking

Shift of operations:

US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week.

Skills:

PRIMARY COMPETENCY : Chat Service PRIMARY SKILL : Semi Voice PRIMARY SKILL PERCENTAGE : 100

About 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