Strong customer service skills: empathy, listening, enthusiastic, patience, reasoning and problem-solving skills.
Possess Inter personal and team-building skill.
Good Communication skills.
Ability to work under pressure and promote a team environment.
Excellent product and process knowledge.
Bachelors Degree / Diploma in any stream.
Good Computer Knowledge required.
Flexible to work in Rotational shifts and Weekly Offs.
Key responsibilities include:
Manages performance and behavior of front line supervisors through effective 1:1 meetings, coaching, and mentorship.
Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
Regularly review and analyse key metrics across the site to identify root causes and formulate solutions to improve performance
Create plans to address significant changes and issues like volume changes, type of contact, unusual spike of contacts, etc. and accountable to drive implementation of proposed solutions through Team supervisors to deliver results.
Oversee effective implementation of short term staffing plan and scheduling adherence in partnership with workflow.
Responsible for site management in lean staffing periods (e.g. weekend coverage) and resource to overtime requirements.
Coach and develop associates, advisors and supervisors on career paths for internal promotions and job enrichment opportunities.
Ensure Team Supervisors have a clear understanding of the performance bar and criteria used to differentiate performance
Conduct interaction audits to keep in touch with Seller and Associate Experience.
Actively participates and represent his team members in the annual performance review cycle. Ensures Team Supervisors and Associates are compensated consistent with overall performance reviews, and administers annual compensation planning consistent with guidelines.
Nurture a culture within the team that consistently demonstrates alignment with leadership principles; visibly ties department decisions to leadership principles and tenets.
Assistant Manager Operations will be responsible for managing various Team Leaders and Teams.
Be directly responsible for the overall performance of team members.
Participate in new-hire interviews.
Conduct performance reviews and team meetings.
Conduct monitoring and coaching sessions.
Coordinate with training and quality assurance to identify systemic quality-improvement opportunities.
Represent the team on special projects/initiatives.
Competent in all process and technical skills required at Agent level thorough understanding of Metrics requirements and targets.
Achieve Call Quality requirements as outlined via Call Monitoring Guidelines.
Achieve Productivity requirements and performance delivery as outlined via Operation scorecard.
Participate in performance improvement task forces as needed and look at continuously raising the bar for Customer satisfaction.
Demonstrated flexibility and contributions to creating a team environment.
Continual enhancement of ones performance.
Adherence to all company policy and procedures.
Demonstrate a high degree of integrity in the performance of ones responsibilities.
Proven experience as Asst. Manager Operations
Excellent spoken and written skills
Knowledge of Word and Excel
Knowledge of quality tools
Salary: INR 3,00,000 - 5,00,000 PA.
Industry:BPO / Call Centre / ITES
Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations
Role:Team Leader -(NonTechnical)
Desired Candidate Profile
Aegis Customer Support Services Private Limited.
Recruiter Name:Mr Anil Katticaren
Contact Company:Aegis Customer Support Services Private Limited.
Reference Id:Arun Chennai Posting AM ( AUTOMOBILE PROCESS)