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