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Job Detail

BCUS Team Support Specialist

Salary 7-12 Lpa

  • Noida
  • 14 Aug 2018

Consultant himanshu.gupta@elementsmanpower.com

JobRef 14-08-2018

 Your Role

·    Analysis of Call Monitoring data to identify common strengths & development areas across teams/ communities and working with the Team Manager/Operations Manager to assist with up-skilling/training initiatives to deliver improvements.

·    Co-ordinate / liaise with IT Support on faults and changes, user Ids, etc.

·    Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews

·     Supporting the Team/Community by monitoring performance during sales and operational initiatives

·    Manage the communications and Change calendar to ensure all messages are received in a timely and efficient manner by all teams and advisors. Support the Team Manager by managing all logistics

·    To provide support and cover in terms of process management to other Process Experts as required ensuring effective team working across the operation

·    Complete all tasks as outlined in Team Support Specialist Role depending on area of the business. Examples may include (but not exhaustive of):

·     Collating of Communication/Process Updates, Real Time Adherence, Attendance Issues, Updating of individual’s HR files, Return to Work

·    Analysis of data outputs by individual, Team and/or Community, recommend actions for improvements to Team Manager/Operations manager, and undertake trainings as required

·     Provision of 2-way feedback to Team Manager/Operations Manager

·     Delivery of up-skilling sessions to resolve common trends from Quality Team/Process Experts

·     Conduct daily huddles to provide process updates and share process scores

·     Act as a back-up Team Manager in his/her absence.

 

Essential Skills

·     Graduate/Pursuing Graduation in any discipline

·     US Collections Voice Experience

·     Experience of Contact Centre systems and shaping new procedures and exchanging best practice to improve advisors and customer experience

·    Detailed understanding of the business operational objectives, service standards and compliance requirements

·    Knowledge of bank and product procedures and policies specifically Regulatory Compliance for products and services

·    Excellent organisational and planning skills. The role holder needs to be able to simultaneously balance the logistics of:

·       Managing the facilitation of all off phone activity

·       Plan the logistics of communications schedules

·       Delivering the HR Admin

·    Strong interpersonal and relationship building skills to ensure Team Managers and/or Operational Manager receive quality service; Needs to be able to build relationships with supporting areas such as process quality

·    MS Office Suite (Preferably Excel, Word & PowerPoint)

Desirable Skills

·    Early Cycle Voice Collections experience

·    Ability to complete or advise on completion of high volume routine/non-routine tasks and prioritise accordingly.

·    Team Handling and Escalation handling ability.

·    Technical systems and procedure training experience.

·    Broad understanding of  Contact Centre structure and staff roles

Apply

Get in Touch

  • 101 & 101 A, 1st floor, D-Mall, Netaji Subhash Place, Pitampura, Delhi-34
  • 011- 41036660, 47075709
  • info@elementsmanpower.com