Job Description
Program Manager - Tech Support
Qualification:
• Education- Graduate /Post Graduate – preferably MBA graduates Knowledge of CRM tools & MS office tools, especially (Excel, PowerPoint)
Responsibility:
Stakeholder/Business Management:
• • Update trackers, Create/Update tickets, update required applications & tools and keep PM informed of new issues.
• • Respond through email and chat.
• • Provide updates and submit reports related to own area of work.
• • Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
• • Identify & suggest Business improvement opportunities.
• • Identify & drive opportunities to enhance service delivery & Customer experience.
• • Identify cost optimization opportunities.
• • Drive business excellence to add value to client.
Customer Relationship Management:
• • Provide information, educate customer, troubleshoot, probe and fix issues.
• • Interact with Customers (internal / external) to meet process deliverables.
• • Create status reports for Customers (internal/external).
• • Prepare and report process performance metrics to the Customer with the assistance of the Operations Manager.
• • Manage and resolve escalations and issues raised by Customers and Process Specialists.
• • Seek regular feedback from Customers and communicate to the team.
Process Improvements and Adherence:
• • Ensure adherence to Quality norms and processes.
• • Ensure individual & team SLAs are met on processing transactions (if applicable).
• • Ensure process guidelines are followed and met as documented.
• • Initiate and deliver on process improvement projects to improve process efficiencies.
• • Innovate opportunities to automate & reduce manual interventions.
• • Discuss/ suggest the way forward, improvement areas to the Customer/process.
• • Drive a culture of continuous improvement within the team.
Project Control, Management and Review / Program delivery:
• • Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines.
• • Conduct analysis, track services delivered.
• • Review process audit findings and take corrective action to prevent negative results.
• • Conduct Quality checks & periodical reviews for process adherence.
• • Handle supervisory calls and report to manager on performance, status and any escalations.
• • Responsible for daytoday work, process flows and constantly endeavoring to be able to lead the team from the front.
• • Manage and ensure resolution of escalations and issues raised by customer.
• • Track process spends and highlights variances.
• • Interface with other departments for getting required assistance or support for the team.
• • Manage available resources between sub processes and ensures that the entire project deliverable is met.
• • Optimum resource utilization through cross training initiatives, buffer management.
• • Engage with other processes to understand and implement best practices.
People / Team:
• • Contribute to and participate proactively in knowledge sharing sessions.
• • Participate and contribute to organizational activities.
• • Provide work direction and guidance to team members.
• • Establish systems and procedures in the team.
• • Groom self and team to support vertical growth.
• • Allocate work and tasks to the team.
• • Report to the manager on performance, status and any escalations.
• • Facilitate and participate proactively in knowledge sharing sessions.
• • Conduct team building activities to enhance motivation.
• • Conduct performance appraisals for team members– provide input into the learning and career plans for team members.
• • Identify training needs of team members and provide coaching support to them.
• • Conduct process training or refresher training if required.
• • Review VOC scores, provides feedback and recommend refresher training whenever necessary.
• • Resignations / Absconder communication to Operations Manager.
• • Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues.
• • Manage attrition and absenteeism.
• • Support recruitment efforts for the team.
• • Conduct knowledge transfer sessions for new joiners in the team.
Must Have Skills
• Customer Service
Qualification:
• Education- Graduate /Post Graduate – preferably MBA graduates Knowledge of CRM tools & MS office tools, especially (Excel, PowerPoint)
Responsibility:
Stakeholder/Business Management:
• • Update trackers, Create/Update tickets, update required applications & tools and keep PM informed of new issues.
• • Respond through email and chat.
• • Provide updates and submit reports related to own area of work.
• • Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
• • Identify & suggest Business improvement opportunities.
• • Identify & drive opportunities to enhance service delivery & Customer experience.
• • Identify cost optimization opportunities.
• • Drive business excellence to add value to client.
Customer Relationship Management:
• • Provide information, educate customer, troubleshoot, probe and fix issues.
• • Interact with Customers (internal / external) to meet process deliverables.
• • Create status reports for Customers (internal/external).
• • Prepare and report process performance metrics to the Customer with the assistance of the Operations Manager.
• • Manage and resolve escalations and issues raised by Customers and Process Specialists.
• • Seek regular feedback from Customers and communicate to the team.
Process Improvements and Adherence:
• • Ensure adherence to Quality norms and processes.
• • Ensure individual & team SLAs are met on processing transactions (if applicable).
• • Ensure process guidelines are followed and met as documented.
• • Initiate and deliver on process improvement projects to improve process efficiencies.
• • Innovate opportunities to automate & reduce manual interventions.
• • Discuss/ suggest the way forward, improvement areas to the Customer/process.
• • Drive a culture of continuous improvement within the team.
Project Control, Management and Review / Program delivery:
• • Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines.
• • Conduct analysis, track services delivered.
• • Review process audit findings and take corrective action to prevent negative results.
• • Conduct Quality checks & periodical reviews for process adherence.
• • Handle supervisory calls and report to manager on performance, status and any escalations.
• • Responsible for daytoday work, process flows and constantly endeavoring to be able to lead the team from the front.
• • Manage and ensure resolution of escalations and issues raised by customer.
• • Track process spends and highlights variances.
• • Interface with other departments for getting required assistance or support for the team.
• • Manage available resources between sub processes and ensures that the entire project deliverable is met.
• • Optimum resource utilization through cross training initiatives, buffer management.
• • Engage with other processes to understand and implement best practices.
People / Team:
• • Contribute to and participate proactively in knowledge sharing sessions.
• • Participate and contribute to organizational activities.
• • Provide work direction and guidance to team members.
• • Establish systems and procedures in the team.
• • Groom self and team to support vertical growth.
• • Allocate work and tasks to the team.
• • Report to the manager on performance, status and any escalations.
• • Facilitate and participate proactively in knowledge sharing sessions.
• • Conduct team building activities to enhance motivation.
• • Conduct performance appraisals for team members– provide input into the learning and career plans for team members.
• • Identify training needs of team members and provide coaching support to them.
• • Conduct process training or refresher training if required.
• • Review VOC scores, provides feedback and recommend refresher training whenever necessary.
• • Resignations / Absconder communication to Operations Manager.
• • Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues.
• • Manage attrition and absenteeism.
• • Support recruitment efforts for the team.
• • Conduct knowledge transfer sessions for new joiners in the team.
Must Have Skills
• Customer Service
💡 Quick Summary
Seeking a career-building opportunity? The Team Manager position is now open for candidates interested in the BPO Jobs sector. This role in Hyderabad offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
