Assistant Manager operation

Job Description

• Managing the service levels as defined in the SLA.
• Managing C-SAT & Quality score.
• Conducting Service Review Meetings.
• Managing Customer Expectations.
• KPI & KRA
• Ensure timely and accurate delivery of reports & MIS.
• Review of tickets tagged as part of SRs.
• Service improvement plans.
• Audit management.
• Ownership to get Tech issues of the process resolved without breaching SLA.
Leading a team of agents and motivating them to achieve team SLA

Keyskills :
operations managementattrition controlahtteam managementoperationsshrinkagetatecommercec-sat