Associate III - BPM at UST in Columbus, Ohio

Job Description:

Role Proficiency:

A Voice Associate Able to independently take customer support calls effectively and efficiently ;follow the SOPs to complete the process and endeavour to resolve the issue handle some escalated issues or escalate to a more knowledgeable person to resolve in alignment with SLAs and assists Lead I - BPM.rnA Data Associate should independently be able to effectively and efficiently process the transactions assigned in timely manner clarify complex transactions to others and ensure that quality of output and accuracy of information is maintained in alignment with SLAs and assists Lead I - BPM.

Outcomes:

Measures of Outcomes:

1. 100% Adherence to quality standards


2. Adherence to turnaround time for response and resolution


3. Completion of all mandatory training requirements


4. 100% adherence to process and standards


5. 100% adherence to SLAs where applicable


6. Number of issues fixed/tasks completed


7. Number of non-compliance issues with respect to SOP


8. Zero/No Client Escalations


9. Number of high-quality RCA and QA output


10. Daily/weekly performance reporting


11. Mentors A1 and A2 resources on the processes

Outputs Expected:

Processing Data:

1. Processing transactions assigned as per SOPs

Handling calls Voice:

1. Handle customer support calls resolve issues and complete after-call work

Production:

1. Take calls (voice) or process complex transactions (data)

Issue Resolution:

1. Address any problems with the supervisor/QA to ensure maximum productivity and efficiency.


2. Identifies analyses and solves the incidents/transactions.

Productivity:

1. Proficient in the process assisting other team members who are new to the process as well to ensure quick readiness of the team.


2. Take steps to improve performance based on coaching.


3. Production readiness of new joiners within agreed timeline by providing guidance Actively participate in the team's or organization wide initiatives


4. Able to handle and manage higher complexity tasks.

Adherence:

1. Be aware of any clients process or product updates and ensure 100% compliance towards the same.


2. Adhere to release management process.


3. Thorough understanding of organization and customer defined process. Consult with mentor when in doubt.


4. Adherence to defined processes.


5. Adhere to organization' s policies and business conduct.

Reporting:

1. Create reports on specific SLAs/performance measures/KPIs

Stakeholder Management:

1. Guide the team in preparing status updates and keep management updated about the status.

Training :

1. Attends one on one need-based domain/project/technical trainings as needed.


2. On time completion of all mandatory training requirements of organization and customer.


3. Provide on floor training and one to one mentorship for new joiners.

Escalation:

1. Escalate problems to appropriate individuals/support team based on established guidelines and procedures.

Monitoring:

1. Monitor progress of requests for support and ensures users and other interested parties are kept informed.

Manage knowledge:

1. Consume project related documents share point libraries and client universities

Mentoring:

1. Mentor and provide guidance to peers and junior associates.


2. Assist new team members in understanding the customer environment.

Communication:

1. Status update to the respective stakeholders and within the team

Collaboration:

1. Collaborate with different towers of delivery for quick resolution (within SLA); document learning's for self-reference.


2. Collaborate with other team members for timely resolution of errors.

Skill Examples:

1. Customer Focus: Focus on providing a prompt and efficient service to customers goes out of the way to ensure that individual customer needs are met.


2. Attention to detail to ensure SOPs are followed and mistakes are not knowingly made


3. Team Work: Respect others and work well within the team.


4. Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data)


5. Communication: Speaks in an accent neutral manner or with the accent required for the process with good vocabulary and grammar skills. Writes clearly (Voice)


6. Typing Speed with 15WPM and 80% accuracy


7. Analytical approach: Makes systematic judgments based on information and relevant assumptions.


8. Ability to follow SOP documents and escalate the alerts within the defined SLA Willingness and ability to learn new skills domain knowledge etc.


9. Make rule based and discretionary decisions.


10. Process Trainer/Sr. QA/Domain Expert/MIS Analyst


11. Frontline resource - Voice/Backoffice Quality Auditors SME Domain Experts

Knowledge Examples:

None