Leading BPO provide Customer Support Management, Customer Strategy, Data Management, Analytic, Campaign Management, CRM and Digital Services- social, mobile, analytics and cloud (SMAC) services. Data consultants understand and unify data from multiple sources. Analysts and customer marketing specialists glean out insights

The work location is at CBD Belapur, Navi Mumbai, Maharashtra

Assistant Manager - Operations

Work Experience :

At least 6+ years of experience in operations management, including 4+years of experience in managing a team.

Experience required with managing inbound/outbound processes

Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit;

Responsibilities:

Manage client expectations

Achieve all client KPIs and ensure we exceed them on a regular basis

Clearly define and communicate KRAs and KPIs for direct reportees.

Should have managed a team

Should be well versed with Call Centre KPIs like ASA, AHT, Abandoned%, Utilization% & Occupancy%

Candidates with Lean, Six Sigma and PMP certifications will be preferred

Should be extremely good with excel, reporting and presenting data to client and internal stakeholders

Should have very good analytical thought process and problem solving ability

Should always think and strategize process improvement ideas and initiatives and drive them to closure

Derive valuable insights for improvement through innovation

Service delivery of the processes in the specific timelines.

Identify gaps in the service line talent pool and take appropriate action (select or train people) to bridge the gap.

Participate in selection process to ensure the right talent is selected in a timely manner.

Develop, groom and coach team members so that they are able to perform better / as per the business objectives.

Effectively train team members to enhance skill sets/performance.

Make sure all team members' performance is reviewed periodically and clear feedback is provided on a continuous basis.

Ensure timely completion of appraisals.

Resolve and/or escalate employee grievances in a timely manner.

Ensure employees are highly motivated and have high morale.

Interested candidates please send your updated resume along with the following details

Present CTC

Expectation CTC

Notice period required

Home Contact

Alternate Contact No

If this position not interesting to you please advise some references for this position.

For any further clarification feel free to contact us at / 09820654163

Satish Pujari
Team - Recruitments
Talent Growth International (TGI)
24- 7 Help Center: 91- 9820654163 / 9867413054
Call on Viber/Whats App-91-0-9820654163
Office Phone:08322700697

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