Lead I - BPM

Role Proficiency:

A Voice Lead Able to take customer support calls effectively and efficiently resolve the issue handle escalated calls perform call quality monitoring and reporting and coach team towards meeting SLAs.rnA Data Lead Able to process complex transactions resolve queries from team and clarify complex scenarios while ensuring that quality of output and accuracy of information is maintained in alignment with SLAs.

Outcomes:

With the right coaching and supervision a lead will be able to do the following:

• Service Level Agreement (SLAs) specified by the Client in terms of quality productivity and schedule should be managed to ensure 100% adherence for self as well as team.
• Voice: Monitor (live and remote) cases and give effective feedback to close transactions.
• Data: Perform QC and QA to ensure process and output quality giving feedback to associates to ensure smooth functioning
• Manage and maintain process updates and clarification trackers for effective reporting and tracking of transactions.
• Address any problems with the supervisor/QA to ensure maximum productivity and efficiency.
• Closely monitor day to day operations of self and team to ensure utilization and minimize errors.
• Review automation ideas from the team to increase and improve operational efficiency; use solutioning mindset to innovate new ideas for the same.
  

  Measures of Outcomes:

  1. 100% Adherence to quality standards process and SLA s
  2. Number of issues fixed/tasks completed
  3. Number of non-compliance issues with respect to SOP
  4. Zero/No Client Escalations
  5. % of QC and QA scores
  6. RCA and Corrective Action Plans
  7. Daily/weekly performance reporting
  8. Number of high-quality RCA and QA output
  9. Mentors A band associates.
  
  

  Outputs Expected:

  Production:
  1. Take calls (voice) or process complex transactions (data)
  
  Quality:
  1. Perform quality control of transactions processed by associates
  
  SME role:
  1. Clarify questions on processes
     guidelines
     etc to associates as required
  
  Reporting:
  1. Create reports on specific SLAs/performance measures/KPIs.
  2. Track records daily
     weekly and monthly to ensure efficient and error free reporting to clients.
  
  Management:
  1. Set clear team goals and delegating tasks
     setting deadlines for internal teams.
  2. By means of RCA
     huddles
     training needs analysis and corrective action plans; ensure improvement of quality scores.
  3. Recognize high performance and reward accomplishments.
  4. Motivate team members on a continuous basis to maintain the morale and effectiveness of the team.
  5. Take steps to improve performance based on coaching
  
  Training:
  1. Discover training needs and provide coaching to the teams.
  2. Attends one on one need-based domain/project/technical trainings as needed.
  3. On time completion of all mandatory training requirements of organization and customer.
  4. Provide on floor training and one on one mentorship for new joiners.
  5. Provide coaching
     training and guidance to new team members to engage and build productivity of team.
  
  Issue Resolution:
  1. Listen to team members feedback and resolve any issues or conflicts.
  2. Work closely with team members to solve customer problems.
  3. Understand agents problems and weaknesses and address
  4. Identifies
     analyses and solves the incidents/transactions.
  5. Perform resolution exercises and quality calibration with clients and ensure 100% participation.
  
  Adherence:
  1. Aware of any clients
     process
     product and updates and ensure 100% compliance towards the same.
  2. Adhere to release management process.
  3. Thorough understanding of organization and customer defined process. Consult with mentor when in doubt.
  4. Adherence to defined processes. Adhere to organization s policies and business conduct.
  
  Escalation:
  1. Escalate problems to appropriate individuals and support team based on established guidelines and procedures.
  
  Monitoring:
  1. Monitors progress of requests for support and ensures users and other interested parties are kept informed.
  
  Manage knowledge:
  1. Consume project related documents
     share point
     libraries and client universities.
  
  Mentor:
  1. Mentoring and providing guidance to peers and junior associates.
  2. Assist new team members in understanding the customer environment
  
  Communication:
  1. Provide status update to the respective stakeholders and within the team
  
  Collaboration:
  1. Collaborate with different towers of delivery for quick resolution (within SLA)
     document learnings for self-reference.
  2. Actively participate in team/organization-wide initiatives.
  3. Collaborate with other team members for timely resolution of errors.
  
  

  Skill Examples:

  1. Customer Focus: Focus on providing a prompt and efficient service to customers goes out of the way to ensure that individual customer needs are met.
  2. Attention to detail to ensure team follows SOPs and does not make unintentional errors
  3. Team Work: Respect others and work well within the team.
  4. Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data)
  5. Communication: Speaks in an accent neutral manner or with the accent required for the process with good vocabulary and grammar skills. Writes clearly (Voice)
  6. Typing Speed with 15WPM and 80% accuracy
  7. Analysis and Decision Making: Makes systematic and rational judgments based on information and relevant assumptions.
  8. Makes rule based and discretionary decisions
  9. Team coaching on errors: Provide feedback on QA errors perform root cause analysis and create corrective action plans.
  10. Excellent communication and leadership skills.
  11. Organizational and time management skills.
  12. Ability to follow SOP documents and escalate the s within the defined SLA.
  13. Willingness and ability to learn new skills domain knowledge etc.
  14. Team Leader/Sr. Domain Expert/Training Lead/QA Lead/MIS Lead/Process Excellence Lead
  15. Supervisors Domain Experts Six Sigma - Green Belt
  
  

  Knowledge Examples:

• Familiar with Windows Operating Systems MS Office
  1. English comprehension - Reading writing and speaking
  2. Domain knowledge based on process (healthcare banking investment F&A retail customer support etc)
  3. Expertise in process knowledge and guidelines
  4. Expertise with work allocation and intake functions
  5. Expertise in MS Excel
  6. Expertise in quality control processes including pare to analysis and root cause analysis
  7. Excellent understanding of customer infrastructure ability to co-relate failures
  8. Experience level - 5 to 9 years
  
  
  Additional Comments:

  Executive Admin 6+ Years who has experience of managing 400+ users Able to track meeting updates and make notes Strong communication