Assistant Manager-Contact Centre Operations

Vasutti Services Ltd

• responsible for one or more queues.

• responsible to deliver performance through continuous improvement by effective coaching and mentoring the team leaders

• constant engagement with the team, learning and demonstrating the right behavior of taking ownership of self and the team to enhance the customer experience

• leads, inspires and motivates a multi-functional team to deliver world-class customer service

• ensures customer and client escalations and complaints are dealt with in an effective manner

• works through all functions and achieves desired business kpis like sls, csat/quality/shrinkage, and attrition

• review and track team attendance, performance, and schedule adherence

• provides relevant internal and external reports as per the business unit requirements

• analysis of operational data by identifying and highlighting trends to the team and coaching the team on an ongoing basis for continual improvement

• leads by example in driving the culture of the organization

critical competencies:

• has managed a large team of >200 in a contact center environment

• high level of ownership

• understanding the capacity management

• highly self-motivated

• handling and resolving conflicts

• quality assurance knowledge

• high level of interpersonal skills/people connect

• Experience

  5 - 7 Years

• No. of Openings

  1

• Education

  Any Bachelor Degree

• Role

  People manager

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office