• Expertini Resume Scoring: Our Semantic Matching Algorithm evaluates your CV/Résumé before you apply for this job role.
India Jobs Expertini

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

    Top Executives


    • Job Details

    Related Jobs

    JM Financial Services Ltd hiring Unit Manager Job in GTB Nager, Delhi, India
    JM Financial Services Ltd
    GTB Nager, Delhi, India
    JM Financial Services Ltd hiring Unit Manager Job in Mumbai, Maharashtra, India
    JM Financial Services Ltd
    Mumbai, Maharashtra, India
    JM Financial Services Ltd hiring Unit Manager Job in New Delhi, Delhi, India
    JM Financial Services Ltd
    New Delhi, Delhi, India
    JM Financial Services Ltd hiring Unit Manager Job in New Delhi, Delhi, India
    JM Financial Services Ltd
    New Delhi, Delhi, India
    Poonawalla Fincorp hiring Unit Manager Job in Hyderabad, Telangana, India
    Poonawalla Fincorp
    Hyderabad, Telangana, India
    JM Financial Services Ltd hiring Unit Manager Job in India
    JM Financial Services Ltd
    India
    Moneyfrog Financial Services Pvt. Ltd. hiring Unit Manager Job in Amravati, Maharashtra, India
    Moneyfrog Financial Services Pvt. Ltd.
    Amravati, Maharashtra, India
    Poonawalla Fincorp hiring Unit Manager Job in Hyderabad, Telangana, India
    Poonawalla Fincorp
    Hyderabad, Telangana, India
    Poonawalla Fincorp hiring Unit Manager Job in Hyderabad, Telangana, India
    Poonawalla Fincorp
    Hyderabad, Telangana, India
    Poonawalla Fincorp hiring Unit Manager Job in Hyderabad, Telangana, India
    Poonawalla Fincorp
    Hyderabad, Telangana, India
    Poonawalla Fincorp hiring Unit Manager Job in New Delhi, Delhi, India
    Poonawalla Fincorp
    New Delhi, Delhi, India
    JM Financial Services Ltd hiring Unit Manager Job in India
    JM Financial Services Ltd
    India
    Poonawalla Fincorp hiring Unit Manager Job in Hyderabad, Telangana, India
    Poonawalla Fincorp
    Hyderabad, Telangana, India
    Poonawalla Fincorp hiring Unit Manager Job in Pune, Maharashtra, India
    Poonawalla Fincorp
    Pune, Maharashtra, India
    Moneyfrog Financial Services Pvt. Ltd. hiring Unit Manager Job in Kurla, Maharashtra, India
    Moneyfrog Financial Services Pvt. Ltd.
    Kurla, Maharashtra, India
    Confidential hiring Unit manager Job in Puducherry, Puducherry, India
    Confidential
    Puducherry, Puducherry, India
    Confidential hiring Unit Manager Job in Madurai, Tamil Nadu, India
    Confidential
    Madurai, Tamil Nadu, India
    Confidential hiring Unit manager Job in Chennai, Tamil Nadu, India
    Confidential
    Chennai, Tamil Nadu, India
    Confidential hiring Unit Manager Job in Kochi, Kerala, India
    Confidential
    Kochi, Kerala, India
    Confidential hiring Unit manager Job in Vellore, Tamil Nadu, India
    Confidential
    Vellore, Tamil Nadu, India
    Confidential hiring Unit Manager Job in Chennai, Tamil Nadu, India
    Confidential
    Chennai, Tamil Nadu, India
    Confidential hiring Unit Manager Job in Coimbatore, Tamil Nadu, India
    Confidential
    Coimbatore, Tamil Nadu, India
    JM Financial Services Ltd hiring Unit Manager Job in Mumbai, Maharashtra, India
    JM Financial Services Ltd
    Mumbai, Maharashtra, India
    Poonawalla Fincorp hiring Unit Manager Job in India
    Poonawalla Fincorp
    India
    JM Financial Services Ltd hiring Unit Manager Job in Mumbai, Maharashtra, India
    JM Financial Services Ltd
    Mumbai, Maharashtra, India
    JM Financial Services Ltd hiring Unit Manager Job in New Delhi, Delhi, India
    JM Financial Services Ltd
    New Delhi, Delhi, India
    Fortune Shapers hiring Unit Manager Job in Udaipur Division, Rajasthan, India
    Fortune Shapers
    Udaipur Division, Rajasthan, India
    Poonawalla Fincorp hiring Unit Manager Job in Pune, Maharashtra, India
    Poonawalla Fincorp
    Pune, Maharashtra, India
    Moneyfrog Financial Services Pvt. Ltd. hiring Unit Manager Job in Kurla, Maharashtra, India
    Moneyfrog Financial Services Pvt. Ltd.
    Kurla, Maharashtra, India
    JM Financial Services Ltd hiring Unit Manager Job in Mumbai, Maharashtra, India
    JM Financial Services Ltd
    Mumbai, Maharashtra, India
    JM Financial Services Ltd hiring Unit Manager Job in New Delhi, Delhi, India
    JM Financial Services Ltd
    New Delhi, Delhi, India
    Moneyfrog Financial Services Pvt. Ltd. hiring Unit Manager Job in India
    Moneyfrog Financial Services Pvt. Ltd.
    India

    Unlock Your Unit Manager Potential: Insight & Career Growth Guide


    Real-time Unit Manager Jobs Trends (Graphical Representation)

    Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph here. Uncover the dynamic job market trends for Unit Manager in Pune, India, highlighting market share and opportunities for professionals in Unit Manager roles.

    299754 Jobs in India
    299754
    6848 Jobs in Pune
    6848
    Download Unit Manager Jobs Trends in Pune and India

    Are You Looking for Unit Manager Job?

    Great news! is currently hiring and seeking a Unit Manager to join their team. Feel free to download the job details.

    Wait no longer! Are you also interested in exploring similar jobs? Search now: .

    The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Mphasis adheres to the cultural norms as outlined by Expertini.

    The fundamental ethical values are:

    1. Independence

    2. Loyalty

    3. Impartiapty

    4. Integrity

    5. Accountabipty

    6. Respect for human rights

    7. Obeying India laws and regulations

    What Is the Average Salary Range for Unit Manager Positions?

    The average salary range for a varies, but the pay scale is rated "Standard" in Pune. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

    What Are the Key Qualifications for Unit Manager?

    Key qualifications for Unit Manager typically include Top Executives and a list of qualifications and expertise as mentioned in the job specification. The generic skills are mostly outlined by the . Be sure to check the specific job listing for detailed requirements and qualifications.

    How Can I Improve My Chances of Getting Hired for Unit Manager?

    To improve your chances of getting hired for Unit Manager, consider enhancing your skills. Check your CV/Résumé Score with our free Tool. We have an in-built Resume Scoring tool that gives you the matching score for each job based on your CV/Résumé once it is uploaded. This can help you align your CV/Résumé according to the job requirements and enhance your skills if needed.

    Interview Tips for Unit Manager Job Success

    Mphasis interview tips for Unit Manager

    Here are some tips to help you prepare for and ace your Unit Manager job interview:

    Before the Interview:

    Research: Learn about the Mphasis's mission, values, products, and the specific job requirements and get further information about

    Other Openings

    Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

    Dress Professionally: Choose attire appropriate for the company culture.

    Prepare Questions: Show your interest by having thoughtful questions for the interviewer.

    Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.

    During the Interview:

    Be Punctual: Arrive on time to demonstrate professionalism and respect.

    Make a Great First Impression: Greet the interviewer with a handshake, smile, and eye contact.

    Confidence and Enthusiasm: Project a positive attitude and show your genuine interest in the opportunity.

    Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.

    Ask Prepared Questions: Demonstrate curiosity and engagement with the role and company.

    Follow Up: Send a thank-you email to the interviewer within 24 hours.

    Additional Tips:

    Be Yourself: Let your personality shine through while maintaining professionalism.

    Be Honest: Don't exaggerate your skills or experience.

    Be Positive: Focus on your strengths and accomplishments.

    Body Language: Maintain good posture, avoid fidgeting, and make eye contact.

    Turn Off Phone: Avoid distractions during the interview.

    Final Thought:

    To prepare for your Unit Manager interview at Mphasis, research the company, understand the job requirements, and practice common interview questions.

    Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Mphasis's products or services and be prepared to discuss how you can contribute to their success.

    By following these tips, you can increase your chances of making a positive impression and landing the job!

    How to Set Up Job Alerts for Unit Manager Positions

    Setting up job alerts for Unit Manager is easy with India Jobs Expertini. Simply visit our job alerts page here, enter your preferred job title and location, and choose how often you want to receive notifications. You'll get the latest job openings sent directly to your email for FREE!