Assistant Manager-Contact Centre Operations

• 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

  Graduate

• Role

  People manager

• Industry Type

  Call Centre / BPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office