Assistant Manager
- NLB Services
- 6 - 11 years
- Noida, Gurugram
- 4 days ago
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Job Description
Roles and Responsibilities
Key Responsibilities
Client & Stakeholder Engagement:
- Act as the primary liaison for client communication and relationship management.
- Ensure alignment with client objectives and deliverables.
- Manage escalations and provide timely resolutions.
Operational Governance:
- Deliver all contractual SLAs and KPIs (CSAT, AHT, Quality, FCR, Compliance).
- Implement continuous improvement initiatives to enhance efficiency and customer experience.
- Ensure adherence to US Banking compliance standards.
-Optimize schedule adherence and manage shrinkage.
Leadership & People Management:
- Lead and mentor a team of supervisors and agents to achieve performance goals.
- Foster a culture of accountability, engagement, and excellence.
- Build high-performing teams through coaching, mentoring, and succession planning.
- Monitor attrition and engagement scores, implement retention strategies.
Technology & Workforce Optimization:
- Ensure optimal use of Genesys for routing and reporting.
- Leverage WFM reports for accurate forecasting, scheduling, and adherence.
Performance Reporting:
- Analyze operational data to identify trends and implement corrective actions.
- Prepare and present performance reports to client stakeholders.
Required Skills & Experience
-
- Managerial Experience: 58 years managing inbound voice processes.
- Domain Expertise: US Banking Inbound customer service operations.
- Technical Skills: Genesys platform, SLA/KPI management.
- Client-Centric Approach: Strong stakeholder and client management skills.
- Leadership: Proven ability to lead and develop large teams.
- Communication: Exceptional verbal and written communication skills.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: NLB ServicesLocation(s): Noida, Gurugram
Keyskills: Bpo Operations Contact Center Operations Internation voice process Bpo Operations Management International BPO Team Handling Call Center Operations Shrinkage CSAT Attrition Customer Service Operations
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