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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