Unit Manager - Operations

Description and Requirements

• · Manage teams and ensure SLAs are met including demand and capacity management
• · Review/generate reports to monitor performance
• · Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
• · Provide coaching and feedback to team members to enable them to improve their performance
• · Assist new hires such that they are productive on the floor in the shortest possible time frame
• · Handle customer, employee and internal partner escalations
• · Provide inputs on process and system to the team members
• · Client Interaction, where required at the level of supervisors including timely response to DCA (Disability Customer Advocate) inquiries
• · Ensure compliance with internal policies and procedures, external regulations and information security standards
• · Firm understanding of the ADA policies and procedures and can articulate processes in customer interactions
• · Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy
• · Motivate team members, anticipate staffing needs, acquire talent for the future, develops talent (Identify High potential resources) and manage attrition
• · Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities
• · Effectively manage research/resolution/follow-ups for closure of open items
• Build relationship with Onshore Management to ensure a “one-team approach”.