Group Manager - Chat (Mandatory)

Role & responsibilities :

Note: Experience in Chat process is Mandatory

• Group Manager will manage team of 80-100 staff and will be responsible for day-to-day operations. This role also requires him/her to liaise with the clients on a daily/weekly basis and ensure contractual deliverables are met.
• Manages a group of FLM (AM/DM) and is primarily responsible for delivering SLAs and schedule for tasks performed.
• Drive team performance, KPI management, reporting, absenteeism, attrition, etc.
• Handle day to day operations with focus on coaching, recognition, performance management and analysis including data trends and drivers.
• Manage customer/client escalations effectively as per guidelines.
• Interact regularly with the clients to share updates, manage operational reviews.
• Responsible for client and employee satisfaction and reduce attrition by working closely with the HR, while also collaborating with other process owners and training / quality managers to share best practices and drive higher results.
• Determine capacity planning, hiring needs and interviewing to onboard appropriate skill sets required for service delivery.
• Drive Transformation and process improvement initiatives in the processes.
• Should be ok with working in 24* 7 environment, spilt offs and rotational shifts.

Skills required:

• Demonstrated leadership ability and excellent people management skills.
• Knowledge and experience in organizational effectiveness and operations management
• Excellent computer skills and proficient in Excel, Word, Outlook, and Access
• Excellent communication skills both verbal and written.
• Excellent interpersonal skills and a collaborative management style
• A demonstrated commitment to high professional ethical standards in a diverse workplace
• Open to direction and Collaborative work style and commitment to get the job done.
• High comfort level working in a diverse environment.
• Solutions mind-set, passion to drive better customer experience.
• Ability to adapt self with the team in-case of adversity, business challenges/requirement.

Attention to details