Assistant Manager Operations-BPO

Designation: AMCC

Location: Indore

Salary: 20000 - 30000 Per Month

August 17, 2015

Description

Purpose

The Team Lead role is intended to provide immediate and on the floor support and be responsible for team performance against Vendor established scorecards at the individual agent level. Expectation being that 80% (or more) of time is spent focused on performance of assigned team members.

Key Skills

• Strong customer service skills: empathy, listening, enthusiastic, patience, reasoning and problem-solving skills
• Willing to learn and flexible to changes
• Aptitude and ability to grasp
• Skills for planning, assigning and directing work, performance appraisal, grievance handling
• Ability to guide individuals towards goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills
• Ability to demonstrate innovation and good judgment/problem solving skills when making decisions
• Ability to coach, develop action plans which maximize performance and provide effective feedback
• Ability to analyze and improve work processes
• Possess Inter personal and team-building skill

Job Description:

Assistant Manager is responsible for:

• He/She will be responsible for a team of 15-18 associates (L2/L1).
• Resolve agent and customer issues.
• Be directly responsible for the overall performance of team members
• Participate in new-hire interviews.
• Conduct performance reviews and team meetings.
• Conduct monitoring and coaching sessions.
• Coordinate with training and quality assurance to identify systemic quality-improvement opportunities.
• Represent the team on special projects/initiatives
• Competent in all process and technical skills required at Agent level
• Thorough understanding of Metrics requirements and targets.

• Achieve Call Quality requirements as outlined via Call Monitoring Guidelines
Achieve Productivity requirements and performance delivery as outlined via Operation scorecard
Participate in performance improvement task forces as needed and look at continuously raising the bar for Customer satisfaction.
• Demonstrated flexibility and contributions to creating a team environment
• Continual enhancement of one’s performance
• Adherence to all company policy and procedures. Demonstrate a high degree of integrity in the performance of one’s responsibilities. Person is expected to treat all information related to customer database and business line with strict confidence.
• Ensuring customer is advised appropriately, regulations and disclaimers are given as per the process guidelines

Desired Candidate Profile:

• Bachelors Degree / Diploma in any stream
• Minimum 2+ years of operational experience in call centre environment, out of which 1 yr experience, as Team leader with call centre in International Voice program
• Excellent product and process knowledge
• Open to work in rotational Shift environment
• Should be above 18 and below 37 years of age
• Willing to work in shifts, rotating as schedule requires
• The weekly offs may not necessarily fall on the weekend
• The candidate should be willing to work on public holidays/festivals if scheduled/required
A workday has pre-scheduled break timings. The job requires strict adherence to schedules

Qualification / Requirements

Desired Candidate Profile: • Bachelors Degree / Diploma in any stream • Minimum 2+ years of operational experience in call centre environment, out of which 1 yr experience, as Team leader with call centre in International Voice program • Excellent product and process knowledge • Open to work in rotational Shift environment • Should be above 18 and below 37 years of age • Willing to work in shifts, rotating as schedule requires • The weekly offs may not necessarily fall on the weekend • The candidate should be willing to work on public holidays/festivals if scheduled/required A workday has pre-scheduled break timings. The job requires strict adherence to schedules

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