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Assistant Manager operation

5.00 to 10.00 Years   Noida   28 Sep, 2022
Job LocationNoida
EducationNot Mentioned
SalaryRs 3.0 - 6 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    • Leading team members includes Team Leads of call centers and Backend team.
    • Coordinating with Line Managers, Team Leads to provide them with the feedback related to the Process Performance, Training Initiatives.
    • Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
    • Mapping TRAI requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the TRAI. Analyzing & driving the contractual Business KPIs on a daily basis.
    • Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics and reports) and recommend solutions; ensure maintenance of processes and procedures to facilitate the same.
    • Highly involved in Quality Assurance and Process Improvement activities to always make sure the delivery within SLA. Involved in quality checks, internal / external audit and calibrations with service excellence team to fix the process gaps.
    • Scheduling refresher training based on TNI (Training needs identifications).
    • Involved in quality checks, internal / external audit and calibrations with PTB department. (Professional Telephonic Behavior).
    • Conducting & maintaining documented Feedback, Coaching & Counseling.
    • Ensure work ethics are followed & also conducting Activities for Team Motivation.
    Coordinating with Technology and other support functions to ensure smooth functioning

Keyskills :
bpoam opertaionassistant operation

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