Location: Pune
Salary: Open
Employment Type: Permanent
Industry: Technology/Online
Function: Strategy & Consulting

Company Overview

A leading IT service organization founded in year 2000. Provides IT services, outsourcing and development to its clients globally

Job Description

• Manage and lead a unit team consisting of multiple teams with a combination of processing teams underwriting teams, call center teams or closing teams (approx. 800+ team members).
• Motivate and lead team to success using recognition, team building activities and positive reinforcement
• Oversee production and quality expectations are sustained to achieve monthly business goals and quality service levels
• Hold daily/weekly huddles with Team Managers, including Pipeline Manager, Quality Manager, and Performance Coaches if applicable to discuss trends, gaps, best practices, process changes and/or areas of focus in achieving production and quality goals
• Conduct monthly sessions with Team Managers to review performance of team and any actionable items
• Complete deep dive into all reporting categories to ensure movement of pipeline through all stages, and collaborate with managers and performance coaches to ensure success of teams
• Review internal and external audit reports and call monitoring and work with Performance Coach / managers to conduct individual coaching or team training as needed; address any concerns with manager/team member, if needed
• Review labor reporting to monitor OT usage and ensure unit is within monthly labor margin budget
• Prepare for, attend, and document client meetings/sessions
• Collaborate and calibrate with other Unit Leaders to ensure work cultures and best practices are unified
• Maintain current knowledge of client scope requirements and processes
• Assist in resolving fulfillment issues or customer escalations as they arise
• Monitor and approve timecards in ADP
• Address personnel issues with guidance from Site Leader and Human Excellence team, as necessary
• Complete performance reviews
• Ensure no Personal and/or Proprietary Information (PPI) is present in team area

Job reference: JO-210321-249988

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