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Assistant Manager Operations(Non Voice)

2.00 to 7.00 Years   Hyderabad   02 Oct, 2023
Square BPO Services Pvt Ltd
Job LocationHyderabad
EducationNot Mentioned
SalaryRs 4.0 - 6 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Role & responsibilities:
    • Manage and supervise a team of email representatives, providing guidance, and performance feedback.
    • Ensure timely and accurate handling of incoming emails, maintaining high standards of customer service and response quality.
    • Monitor email queues, prioritize tasks, and allocate resources to meet service level agreements (SLAs).
    • Develop and implement standard operating procedures (SOPs) for email management, ensuring consistency and adherence to quality standards.
    • Collaborate with cross-functional teams, to ensure seamless email communication and resolution of customer inquiries.
    • Analyze email metrics and performance data to identify areas for improvement, optimize response times, and enhance customer satisfaction.
    • Continuously monitor and evaluate team performance, conducting regular performance reviews and implementing coaching or training programs as needed.
    • Address customer escalations and ensure timely resolution, maintaining a customer-centric approach.
    • Stay updated with industry trends and best practices in email management, incorporating relevant strategies to improve operational efficiency.
    • Foster a positive and collaborative work environment, promoting teamwork, open communication, and a customer-first mindset.
    Preferred candidate profile:
    • Proven experience in email management or customer service operations, with a minimum of 3 years in a supervisory or managerial role.
    • Excellent written and verbal communication skills, with a strong command of the English language.
    • Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
    • Knowledge of industry best practices in email management and customer service.
    Perks and benefits:
    • PF and Health Insurance
    Interested people can send their profiles to the below email IDNandika: hidden_mobile

Keyskills :
team handlingoperations management

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