Assistant Manager
Responsibilities
- Assist Senior Manager Operations business operations and determine strategies by performing needs assessments, performance reviews, capacity planning and establishing production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Maintain and improve contact center operations by monitoring operational & campaign performance, identifying and resolving problems, preparing and completing action plans, managing system and process improvement and quality assurance plans.
- Evaluate and review performance of team leads and evaluations of subordinates for fairness and consistency in accordance with established guidelines and procedures.
- Ensure effective traffic management through adherence on the floor.
- Guide and monitor Team Leader in achieving client defined daily KPI's.
- Promote a conductive working environment for all employees and ensure discipline on the floor.
- Demonstrate excellent leadership and people management skills to develop and train staff to deliver world class service to client.
- Ensure that Team Leads and staff are equipped with updated knowledge to deliver right solutions to the customers.
- Shall keep the staff motivated, energetic and result oriented to keep the attrition numbers below than 5%.
- Shall suggest process improvements to client and firm to add value.
- Prepare contact center performance reports by collecting, analyzing, and summarizing data and trends.
- Provide details to Project Manager regarding frequent complaints and common problems received from client’s end.
- Develop and ensure effective and efficient communication channels with client to meet pre-defined SLAs.
- Develop and ensure effective and efficient communication channels amongst his teams to achieve the targeted quality level.
- Assist in implementation and maintenance of highest level of quality assurance systems within the contact centre.
- Maintain record of the performance of his team leaders and deliver performance appraisals periodically.
- Ensure that all the Agents / Team Leads on floor are fully updated with all the information sent by Client and relevant stakeholders.
- Present the monthly comparative analysis report to the team and floor performance and action plans for improvements.
Apply For This JOB
Industry :
Functional Area :
Customer Service - Sales
Location :
Salary :
Negotiable
Gender :
Any Gender
Work Type :
Full Time
Age :
30-40
Education :
Graduate
Years of Experience :
8-9
Apply By :
22 of Nov 2019
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