Process Specialist - Voice

Job Description

Team Lead/ Team Manager

Qualification:

Any Graduate (exclusion:

BE/BTech/MCA)

For CPU:

:

• • Bachelor's degree or equivalent experience (should have completed at least 2 years).

Telstra:

:

• • Bachelor's degree or equivalent experience (Fresher or less than 6 months relevent experience).

Responsibility:

Business / Customer:

• • Provide updates and submit reports related to own area of work.
• • Interact with customers (internal / external) to meet process deliverables.

• Manage and resolve 1st level and 2nd level escalation calls and issues raised by customers For Voice processes:

• • Effectively communicate information on products/services or trouble shoot issues within the specified time frames as agreed upon with the client, in a manner that is understandable by the end user/ customer.
• • Connect with the customer & provide highest level of customer satisfaction.
• • Support the Team Leader on Day to Day operations, SLA and Floor Operations management.
• • Support the PE's & SPEs to enhance the knowledge level on the process.
• • Maintain and update SoPs.
• • Client interaction on a daily/weekly basis and with asset specialists on a monthly basis.
• Project / Process.
• • Achieve process SLAs / metrics – productivity and quality targets within the established timelines.
• • Ensure process guidelines are followed and met as documented.
• • Raise work orders to the appropriate issues identified and assign them to the technicians for rectification.
• • Quality check on the work orders raised by level 1 support team.
• • Work on low priority work orders received through eforms.
• • Acts as a queue manager to ensure service levels are met.
• • Assign routine tasks to the team.
• • Raise process related issues on time with process lead and team lead.
• • Resolve process related queries and expedite on data requests.
• • Adhere to shift handover process & prepare & share daily shift reports.
• • Perform root cause analysis on the errors made by the team members.
• • Follow up on critical tasks like power outages and ensure closure with TAT.
• • Identify gaps in process compliance Conduct audits to drive process compliance.
• • Drive and participate in Operations reviews within the project / process.
• • Initiate and deliver on process improvement opportunities to improve process efficiencies.
• • Audit the Stock keeping units that are pushed to Web in the preview environment and ensure correction of mistakes.
• • Take responsibility to provide information accurately and also research and revert on information related to tracking of orders, shipping rates issues, delivery issues, liaison with the delivery partners on specific orders that needs clarifications.
• • Record data relating to production statistics, enduser related notes, etc as appropriate.
• • Answer calls from customer/end user based on agreed time frames.
• • Transfer calls involving next level of service to the appropriate department as per the given guidelines.
• • Handling emergencyline calls.
• • Make outbound calls to asset specialists for approval of upgrades required for completion of the assigned services.
• • Identify internal errors on transactions made by call takers and revert to associates on process corrections as applicable.
• • Follow EWS (Early warning system) and escalate matrix.

• In the absence of the PL and TL, perform the following tasks when assigned:

:

• i Handle escalation calls.
• ii Manage service levels on a daytoday basis.
• iii Communicate and manage transport delays.
• iv Manage break schedule for the team.

For CPU:

:

• • Adhere to daily schedule by being available to take inbound calls as scheduled.
• • Answer inbound calls from shareholders and prospective shareholders Promptly respond to clientsâ€TM telephone inquiries and ensure that their needs are met with accuracy and professionalism.
• • Ensure account verification procedures are followed.
• • Adhere to CPU call handling requirements while interacting with customers.
• • Respond to specific account and procedural information requests including balances, closing prices, portfolio performance and quotes.
• • Listen actively and probe to determine client needs.
• • Actively resolve client issues.
• • Maintain shareholder accounts on the appropriate systems.
• • Escalate issues when necessary.
• • Keep management team informed of client feedback.
• • Make outbound followup calls to shareholders in response to issues which cannot be resolved pointofcall.
• • Maintain an understanding of the systems required to initiate shareholder transaction and maintenance requests.
• • Remain up to date regarding Stock Transfer products, services and systems.
• • Maintain working knowledge of client products that CPU supports.
• • Maintain working knowledge of CPU policies and procedures.
• • Complete extensive ongoing training to maintain competency in financial markets and instruments.
• People.
• • Align individual goals with team objectives (work cohesively with the team).
• • Record attendance and time sheet related data.
• • Deliver process training to the new hires.
• • Contribute to and participate proactively in knowledge sharing sessions.
• • Conduct peer reviews and refresher training.
• • Collate team performance data for reporting purposes as and when requested by Process and Team Lead.
• • Mentor/coach team of process executives/ senior process executives.
• • Encourage the team to take domain certifications and training on an ongoing basis.
• • Organize team huddles and work towards keeping the team motivation at a high level.
• • Potential seed resources for staffing new engagements.
• • Respond to queries raised by the team and provide appropriate feedbacks.
• • Analyze feedback received and error reports to arrive at training needs.
• • Support the team by liaising with different departments.
• • Report to the team leader on performance, status and any escalations.
• • Organize team huddles and work towards keeping the team motivation at a high level.