Connecting Talent with Opportunity

Job Detail

BCUS Team Manager

Salary 10-18 lpa

  • Noida
  • 14 Aug 2018


JobRef 14-08-2018

 Your Role

·       Ensure daily Schedule Adherence

·       Answer queries raised by the  Client & Advisors related to the process

·       Take escalated calls and return the calls when a message is taken

·       Perform regular Quality checks for the Team

·       Monitor performance for all Advisors on a monthly basis

·       Convey feedback received from Quality to all Advisors

·       Weekly Update on performance levels to the team

·       Address administrative issues arising out of day-to-day working

·       Keep the OM regularly updated of any developments relating to the performance of the team, updates received and queries from Clients

·       Ensure each advisor is informed on product updates for the process

·       Measure performance of the team for e.g. performance appraisals, confirmations and ongoing feedback and training

·       Keep track of PIP letters to be issued

·       Keep track of leaves availed by Advisors & update them with HR / leave policy

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

Essential Skills

·       Familiar with Operating Systems (Windows 98/95/2000/NT)

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

·       Excellent verbal and written communication skills

·       Experience in customer service environment

·       Excellent track record during past work experience.

·       Demonstrated team handling skills in the past.

·       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

Desirable Skills

·       Early Cycle Voice Collections experience

·       Managing high performing team and coaching/mentoring

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

·       Team Handling and Escalation handling ability.

·       Technical systems and procedure training experience


Get in Touch

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