- Lead staff of 15 - 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
- In case of quality/navigation specialist role:
- Review and maintain quality standards
- Share regular feedback to agents/associates and also train and coach agents/associates
- Ensure proper capacity planning and maintain work schedules as per requirements
Management Skills:
- Takes immediate and independent action to resolve issues or problems when they arise
- Ability to make sound decisions that reflect good judgment
- 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:
- Bachelor’s Degree or equivalent experience, advanced degree preferred
- 10+ years experience with 3+ years of team management experience
- Call center/Chat operations experience is a plus
- Competence in Risk and Control, ability to identify and mitigate emerging risks
- Familiarity and understanding of financial industry preferred
- Excellent communication skills (written, verbal and interpersonal)
- 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 possess procedure driven judgment in order to find the best solution to an issue
- 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
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Job Family Group:
Operations - Core------------------------------------------------------
Job Family:
Operations Support------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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