Assistant Manager - Operations
- Assistant Manager will manage a team of ~30 staff and will be responsible for day-to-day operations. This role also requires him/her to liaise with the clients on a daily/weekly basis and ensure contractual deliverables are met.
- Drive team performance, KPI management, reporting, absenteeism, attrition, etc.
- Understand customer queries, feedback, and respond in a positive manner.
- Should be ok with working in 24* 7 environment, rotational shifts, split weekly off and 5 days working in a week
- Demonstrated leadership ability and excellent people management skills.
- Knowledge and experience in organizational effectiveness and operations management
- Excellent computer skills and proficient in Excel, Word, Outlook, and Access
- Excellent communication skills both verbal and written.
- Excellent interpersonal skills and a collaborative management style
- A demonstrated commitment to high professional ethical standards in a diverse workplace
- Open to direction and Collaborative work style and commitment to get the job done.
- Solutions mind-set, passion to drive better customer experience.
- Ability to adapt self with the team in case of adversity, business challenges/requirement.
- Attention to details.
Pre-requisite
- Should be a Graduate
- Strong excel based skills – reporting and governance
- Has excellent people management skills – attrition
- High volume, quick turn around time SLA environment – high paced or some say high pressure
- Worked in an unpredictable, volatile environment – someone who can adapt to changing business environment and deliver
- Need someone who is strong on governance, follow up, ability to follow instructions real time and keeps a strong, transparent communication channel open with his DRs, Subordinates and seniors
- International BPO experience is a must
Excellent Communication skills Minimum 2 years’ Experience in Team handling role Graduates