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| Job Location | Hyderabad |
| Education | Not Mentioned |
| Salary | Rs 2.0 - 5 Lakh/Yr |
| Industry | BPO / Call Center |
| Functional Area | Customer Service (Domestic) |
| EmploymentType | Full-time |
Urgent Hiring For Hyderabad Location For Assistant Manager Role:Job descriptionPeople focused with orientation of resolving people related issues. Giving adequate time to all people in his team. - Quality and customer focused by ensuring the quality targets and activities are planned and controlled. - Basic process metrics management like ACHT, Sales, Dial out, Conversions, Login hrs, C-SAT scores, Call quality scores set as defined for his level. - Meeting with TLs and team for review. - Able to project client escalation and control proactively - Able to back fill process requirement in collaboration with Recruitment team. - Measure and ensure client KPI - Coordinate with support functions for team approachJob Profile:- Attrition control by ensuring people are taken care and well guided and their controllable issues are closed with transparent approach. Giving focus to new people by helping them to adjust in work environment and demands. Tracking probable attrition and helping them to resolves their issues. Participating warning systems tracker used by organisation. - Quality control by doing daily audit and feedbacks. Same to be based on the performance of the people. Thus giving focus to new and poor performers more. Using the Agent Tenruity and Banding as base for quality monitoring. - Handling customer escalations and close looping on transactions to help his team. Coaching team to handle escalation based on feedback received from escalations. Track escalation tracker sheet for close looping. - Handle day-to-day staffing issues to ensure low shrinkages by taking daily commitment of people adherence to rostered shift. - Performance management of his team provide status updates of performance indication trends at regular intervals to his team. Using goal sheet for setting target for metric, tracking and feedback. Looking at people current performance and focus on low performers. - Daily briefings to keep his team updated on new updates and abreast to product/process knowledge. - To participate in quality/training calibration activities - Login hours adherence of 8 hours productive per day by ensuring people complete the hours as per their roster - Correct attendance marking, sharing and getting errors corrected timely. - Ensuring Product and process knowledge Test are conducted and entire team is covered. Feedback to be share and if required quick refresher to be taken. Seek his supervisors for addition support required from other departments like training and quality. - Internal Escalations: Able to highlight issues in process to supervisors for closure of the same like. Systems down time, connectivity of data and other support failure. - Feedback adapting: able to take feedback openly by thing it as an opportunity. - Client KPI measurement, review with internal team and track in his review with team - Ensuring ABCD ranking of his Team (CSA/TL) - Taking initiatives for process improvement. - Reduce client escalations my tacking open points in customer VOC/VOB, review, MOMS etc. - Study market for process comparison and share analysis with External and Intenal customerKnowledge & Skills: - Good command over English - Process and product awareness - Industry and domain knowledge - Customers centricity - Internal policies awareness and issue management - Basic MS Excel, Word and Outlook - Good Written communication - Client communication capabilityRequired Candidate profile-Must have 2 year experience in BPO industry as an Assistant Manager. -Must be GraduateInterested candidates can share their resume at Priya.negi@winredconsulting.com and can call on this number 9999081902 for further details.