Assistant Manager and Operations Manager | MNC
- Pes Hr Services
- 2 to 4 Yrs
- Noida, Gurugram
- 4 years ago
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Job Description
Roles & Responsibilities are
- Responsible for operations delivery for the customer service process for the largest.
- Key KPIs include Service Levels, CSAT and Quality Assurance
- People Metrics Shrinkage and Attrition
- Channel of service Inbound Voice and Email.
- Conducting Performance Reviews and Coaching for team members
- Weekly client interaction
- Quality and Training
- Team management/Performance evaluation
- Process Improvement/ Compliance
- Identify and drive continuous improvements and initiatives in process.
- Compliance ,Controlling shrinkage & Attrion ,Grooming , Revenue generation , for end to end functioning of the team with a
- Running day to day operational activities like Performance Management, Rewards & Recognition, Coaching & Feedback (Including people development)
- Proper understanding of issues and concern, followed by appropriate action through Team meetings and Regular one to ones with the Direct repartees
- Appraise each Team member, create a development plan and identify training needs
- Ensured the entire team adheres to the audit requirements not restricted to compliance of process procedures ,Business Process improvement , SLA Management , Client Coordination , Client Management ,Team Motivation ,Scheduling & Forecasting , Floor Adherence
- Improve the overall client experience by coaching, role modelling, and providing a high standard of client service.
- Create a powerful and compelling vision, show enthusiasm, excitement, and passion for challenging organizational.
- Provided supervision to develop customer service representative's skills in order to achieve operational and organizational objectives.
- Managed third party vendor relationship and service level agreement to ensure quality customer service.
- Administered all policies and procedures to effectively run a successful business
- Handling People and Process issues in professional way to ensure 100 % employee satisfaction.
Qualification Required:
- Graduate Any discipline.
- Excellent Communication skills in English
- 2-3- year of relevant experience International BPO Operations Experience is must.
- Excellent written and verbal communication.
- Confident and self-motivation attitude.
- Good process management skills.
- Strong interpersonal and influencing abilities
Interested candidates can share their CV on Ct: 8591162***/ md***d@pe**r.com
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Operations Management / Process AnalysisFunctional Area: Not ApplicableRole/Responsibilies: Assistant Manager and Operations Manager | MNCContact Details:
Company: PES HR ServicesLocation(s): Noida, Gurugram+ View Contact
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₹ 3.5 - 7 Lakh/Yr
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