Assistant Manager

As an Assistant Manager, you will play a crucial role in leading and motivating a team of Supervisors, ensuring the department's success. Your expertise in contact center management, coupled with your leadership skills, will be instrumental in achieving our goals. We are looking for a proactive and results-driven individual who can inspire and guide their team to deliver exceptional results.

• Lead and manage a team of Supervisors, providing guidance and support to drive performance.
• Ensure the team meets and exceeds defined KPIs and KRAs, focusing on key metrics like Service Level, AHT, and Occupancy.
• Develop and implement effective forecasting and scheduling strategies to optimize resource allocation.
• Maintain a strong understanding of RBI regulations and ensure compliance within the team.
• Inspire and motivate the Supervisor team, fostering a positive and productive work environment.
• Guide and mentor team members, providing feedback and coaching to enhance their skills and performance.
• Resolve complex customer issues and operational challenges, utilizing advanced problem-solving abilities.
• Analyze performance data to identify trends and areas for improvement, driving continuous enhancement.
• Collaborate with senior management and other departments to align strategies and achieve organizational goals.
• Ensure the team delivers exceptional customer service, maintaining a strong focus on customer satisfaction.

• Minimum 3+ years of experience as a Team Manager, with an overall experience of over 8 years in BFS contact center operations.
• Thorough understanding of contact center management KPIs and KRAs.
• Expertise in inbound metric calculations, including Service Level, answering level, and AHT.
• Well-versed in forecasting, scheduling, and core contact center metrics.
• Strong leadership and management capabilities to lead and inspire a diverse team.
• Excellent communication skills for effective coordination with team members and stakeholders.
• Advanced problem-solving skills to tackle complex customer and operational issues.
• Proficiency in performance data analysis to drive continuous improvement.
• Familiarity with banking systems, CRM platforms, and contact center technologies.
• A results-oriented mindset with a track record of achieving exceptional customer service standards.