18 Oct
Important Group
Higgovale
Performance parameters
Acquiring expertise on different document types (ID/DL/Passport/Visa…etc.) for more than 200 countriesTo check and verify customers’ credentials and feed them correctly in databaseTo identify and highlight fraudulent/fake/forged documentsTo meet Service Level Agreement, AHT and quality targetsTo report any bug or issue in CRMParticipate in ideation workshop and share improvement ideasAdaptable to learn new document type, process, concept and skillsEnsure adherence to process guidelines as per agreed quality standard on all SOPsEnsure that the assigned targets are achieved as per agreed SLAEnsure adherence to Company Policies and ProceduresShould be flexible to work in a 24/7 environmentEmployee Satisfaction,
people development and moraleProcess performance – as per KSFs over the monthAttrition within target levelsImprovement in quality and productivityCustomer SatisfactionAny other essential function that may occur from time to time as directed by the Supervisor
Role/Responsibility
Manage teams and ensure quality and productivity targets are metDevelop strategies on the floor for reducing attrition and improving employee satisfactionDocumented monthly performance review of Assistant ManagersConduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for themMentor Agents and TLs for their growth and developmentDrive reward and recognition activity on the floorDrive process improvement activity on the floor using Process Excellence methodologyReview Performance of the KPIs on a near term basis and develop plans for improvement in performanceStay in touch with the Client at the Process Owner level on regular basis to review progressEnsure compliance with internal policies and procedures, external regulations and information security standards
Competencies & Skills
Prior Back Office ExperiencePeople management and leadership skillsCapability to conduct an appraisal discussionCapability to communicate with large teamsAppreciation of the domain needs of the process and its key driversReasonable level of business perspective regarding the internal functioning of a BPOGood clien...
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▶️ Operations Manager – International BPO
🖊️ Important Group
📍 Higgovale