Assistant Manager

A4 to A5
Or
P3 to P4
Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable)
Min 2 years’ experience in the current role
No Warning Letter issued in the past 6 months
E-learning mandatory courses certified wherever applicable

Responsibilities
Meets the internal and external SLA’s
Manages the shrinkage and attrition for the teams
Designs and executes dialer strategies
Able to design the KPI/KRA in line with the business.
Fair idea about the revenue calculations and P&L
Maintain a working knowledge of all current Process guidelines
Identify improvement opportunities related to the team programs and processes
Confirm compliance to all guidelines
Recruit, train and lead a team of CSA & TL’s
Manage the daily operations associated with the process
Develop performance metrics for each position within area of responsibility and lead staff toward exceeding stated business objectives
Utilize decision and reporting tools to minimize variability, improve quality and maximize profitability of the business.
Interact effectively with senior management, other departments and customers
The candidate will play a key role in the coaching and development of approximately 2-3 Team Leads and 30-50 CSA.
Key Deliverables
Manage and set the standards to ensure excellent customer care is delivered effectively.
Ensure consistency of service to the
Achieve KPIs and SLAs through continuous monitoring and corrective action.
Dashboards and MIS

Graduation