Assistant Manager Operations(Non Voice) @ Square BPO Services

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 ID

Nandika: hidden_mobile

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Keyskills:   team handling operations management bpo operations