Assistant Manager Operations @ ATC Group

Driving outbound operations FTE & Sales based business and meeting target.
Work direction and development for a team of executives (30-50) & 3-5 TL
Team management handling team of Sales Driven Campaign.
Coaching & Feedback Providing adequate feedback & coaching to improve employee morale & contribute directly in team performance
Employee Engagement conducting engagement activities at team as well as organization level
Attrition & Absenteeism Adherence to attrition & absenteeism targets aligned as per goals
Employee Development provide learning opportunities to team & succession planning
Monthly Team Connect Evaluation of teams performance & monthly 1-0-1 connect with employees
Provide operational floor management by monitoring service levels, making appropriate decisions, responsible for the daily monitoring of quality and production of the outbound / inbound status group and manual processes
Assist with training and identify training needs within the group and provide feedback
Mentor and assist the team
CRITICAL SKILLS REQUIRED:
Customer Service Skills along with Sales and meeting target.
Knowledge of the Products supported
Knowledge of Customer Procedures / Policies
Excellent spoken and written communication skills
Knowledge of Customers Culture
Basic knowledge of forecasting and scheduling techniques, operation policies and procedures and MIS
Strong interpersonal, effectiveness and teamwork skills to empower, influence and reach resolution with direct reports, colleagues and leaders
Excellent analytical, problem-solving, decision-making and project management skills
Ability to drive Sales towards meeting target
Ability to handle stressful situations

CANDIDATE SPECIFICATION
Graduate or graduate equivalent.
GDs Skills.
Relevant product/process knowledge
1-5 years of Experience in Sales driven campaign as a senior TL or AM.
Coaching and developing people in respect with complete end to end sale
Managing change
Emotional intelligence
Proven ability to lead and motivate a service-oriented team in a fast paced environment
Experience in a call center environment
Excellent analytical, problem-solving, decision-making and project management skills.