Assistant Manager

Vcall Global Services Pvt Ltd

To manage Tele Collection team in conjunction with organizational goals and objectives.

The person will be responsible for Monitoring, Feedback, and Coaching team members on the floor. His primary responsibilities are to get the desired performance from the team members by real time monitoring, Feedback sharing and Coaching.

Job Responsibilities:

Deliver SLA & KPI

Manage & motivate a quality team

Manage the Collection process (across Buckets)

Ensure operator are delivering individual outbound calls target, SLA & KPI

Maximize Productivity

Monitoring calls, giving feedback, Preparing reports and report to management on areas of improvement.

Conducting team meetings, pre/post/mid shifts, BPS.

Create future prospects for company.

To recruit, induct, develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity.

To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre.

Deliver the required volume of effective coaching.

Attrition, Shrinkage, roster management.

Desired Profile:

Candidate should have excellent communication and interpersonal skills.

Should have worked on Dialer (Any dialer)

Roster management, Shrinkage, Attrition, Performance Reports.

Strong analytical skills

Exposure in dialer and its dialing filters is preferred.

Hands on experience MS-Office applications like Word, Excel, PPT etc.

Who should join

Who has ability to manage difficult situations and the stress associated with them

Team oriented

Well presented with a positive, proactive and professional approach

Time management skills.

Will get opportunity to work on company level platform & will improve your knowledge area & give future career possibilities.

Experience : 1 - 5 Years

No. of Openings : 2

Education : Professional Degree, Any Bachelor Degree

Role : Assistant Manager

Industry Type : Call Centre / BPO / KPO / ITES / LPO

Gender : [ Male / Female ]

Job Country : India