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Urgent! Unit Manager Job Opening In Pune – Now Hiring Mphasis



Job description

Job Description

Role: Customer Support Unit Manager

Designation: Unit Manager - Customer Support Operations

Level 5

Department: Operations

Reports to: Operations Manager

Role & Responsibilities:


  • Ensure the SLA's and KPI Targets as specified by the client are met consistently.


  • Coaching and developing team members to drive performance and behaviors, including providing the Services in accordance with the Performance Standards and the Service Levels.


  • Dealing with Cases escalated by team members & Clients

  • Complete end to end understanding of Product / Process knowledge

  • Hiring & Training of new team members

  • Ensuring that Team members comply with all Client & Mphasis regulatory policies and procedures

  • Comply to all ISO & ISMS related protocols

  • Facilitating flow down of information (e.g., policies, procedures) to all Team members

  • Preparing service quality plan including quality control, assurance & improvement for the agents to create comprehensive quality program for the process

  • Conduct coaching and feedback session for team members

  • Conduct daily / Weekly / Monthly huddles & meetings

  • Maintain staffing requirements as specified from time to time

  • Control attrition through employee engagement activities

  • Leading and participating in projects

  • Ensuring alignment between Client and Mphasis by regularly attending calibration/coaching excellence sessions

  • Monitoring results and KPI data to drive performance and Team member behaviors including team goals

  • Conduct periodic appraisals of team members

  • Publish daily, weekly & Monthly reports

  • Engage with different departments within the organization (HR, Recruitment, Admin, Transport etc) to ensure smooth functioning of the process.

  • Skills required:


  • Graduation is a MUST.


  • Should have managed a minimum team size of 10 to 15 agents for more than 12 months.


  • Insurance domain experience is preferred

  • Good understanding of key Voice - Outbound (customer service) operations metrics

  • Good interpersonal skills

  • Good analytical skill

  • Good knowledge of Excel (Core Statistics, Trend Analysis, Trending, Ratio Analysis, Formulas etc.)

  • Good planning skills

  • Knowledge of at least one coaching principle (SMART, GROW)

  • Knowledge of Six Sigma, LEAN, T&M preferred

  • Strong team building capabilities

  • Strong communication skills and a high degree of energy

  • Good balance between people, process & clients

  • Excellent communication skills, both verbal and written

  • Good client management & relationship building skills

  • Flexible about work content, timing and location and able to work independently with clients and colleagues

  • Should be ready to work in multiple / night shifts.


  • Required Skill Profession

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