Job Description

•    ManagingTeamLeadersandtheir respectiveteams andresponsible for the overall personnel, performance,anddisciplineofthe assignedteams.

•    Providedirection, support&supervisiontotheassigned team&ensureresolutiontotheir daily problems

•    ProvideCoachingandcounselingtohis/herteam members throughdatascrubbingand analysis.

•    IdentifyTeam’s Trainingneeds &organize refreshertrainingsessions, periodic oneoones & careerprogressiondiscussions for continuous improvement and employeedevelopment.

•    Conductconfirmations andyearlyappraisalsfor his/herrespectivealignment.

•    Share daily/weekly/monthlyreportswiththe team. Review&analyzeteamdataas he/she wouldbeheld responsible/accountableforassigned teamsandtheir productivity

•    DeliverdesiredSLA’s andmeet/overachieveperformanceexpectations as perdefined scorecards

•    Share regularprocessupdateswith theteam members anddrivetheassigned teamtodeliver as expected andfollowdirections

•    Managetheshift/queueas Duty Managerandmonitor queuetoprovidedesiredproductivity andeffectivecall handling

 

Desired Candidate Profile

Assistant Manager will be responsible for the team’s performance/metrics, manpower planning, defining reporting structure, managing and conducting day to day operational level activities. It also includes employee coaching and development, internal/external customer satisfaction focus, handling escalations and ensuring organizational effectiveness by providing leadership for the outbound sales program.

Key Skills

Key Skills

. • Shouldpossess excellent communication,• Organized andTeamplayer

Qualification

. Any Graduate

Additional Qualification

. Not Mentioned

Industry

. BPO/KPO/LPO/ITES/CRM/Transcription/E Learning

Functional Area

. BPO/ITES/KPO/Customer Service/Technical Support

Job Role

. Assistant Manager

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