Assistant Unit Manager

Job Description

Role: Unit Manager and/or Asst. Unit Manager (Voice)

Customer Service (CS)

Customer Support Management – Telecom Industry

Responsibility

• Lead and manage a team of voice process agents in a telecom environment
• Manage shift schedules, login adherence, breaks, and shrinkage
• Manage performance of the team. Monitor daily operations to ensure adherence to KPIs like AHT, CSAT, NPS, and SLA compliance. Analyze performance data using tools like MS Excel and CRM platforms
• Quality check of all Client specified reports generated during the shift
• Recording agent wise error sheet for monitoring of performance
• Carry out Call monitoring/Quality check exercises
• Preparation, accuracy and timeliness of all Client specified reports
• Ensure availability of latest knowledge on Products across the Team
• Ensure Quality of Services provided by their individual teams
• Ensure Product Knowledge on all Products / services supported by the account
• Handle escalated customer issues and ensure timely resolution & escalate Problems to Operations when required
• Guide Team members in improvement of individual performance
• Conduct regular coaching, feedback sessions, and performance evaluations
• Identifying personnel eligible for any rewards and recognition programs
• Interaction with Customer counterparts on a regular basis for daily operational activities.
• Collaborate with internal stakeholders and clients for updates and reporting
• Escalation of technical problems to Technical / WPS team
• Preparation, Accuracy and Timeliness of Internal Reports submitted to the operations Manager and leadership
• Downloading and allocation work for agents
• Presentation skills – Preparing PPT and presenting review like MBR with Clients and leadership
• Knowledge of Power BI
• Basics of Six Sigma and Lean
• Organize team huddles, training sessions, and one-on-one meetings
• Proactive approach in problem/gap identification and implementing apt projects. Drive process improvements and implement strategies to enhance customer experience
• Ensure compliance with company policies and telecom regulations.
  
  

Job Summary –

Automation Responsibilities & Opportunities:

• Identify repetitive tasks within the voice process that can be automated to improve efficiency and reduce manual effort.
• Collaborate with the automation/IT team to implement tools like chatbots, IVR enhancements, and CRM automation.
• Monitor and report on the impact of automation initiatives on KPIs such as AHT, FCR, and customer satisfaction.
• Train team members on using automation tools effectively to enhance productivity and service quality.
• Support the integration of AI-driven analytics and voice recognition technologies to streamline call handling.
• Drive adoption of self-service options for customers, reducing call volumes and improving resolution times.
• Continuously evaluate new automation opportunities in call routing, ticketing, and feedback collection.
  
  

Skills Required

• Excellent verbal and written communication.
• Strong leadership and team management abilities.
• Proficiency in MS Excel and CRM/call center software.
• Analytical thinking and problem-solving.
• Knowledge of operational metrics (AHT, Attrition, Shrinkage, CSAT, etc.).
• Ability to work under pressure and in a fast-paced environment.
• Knowledge of Power BI
• Six Sigma and Lean
  
  

About Mphasis

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.