Assistant Manager - Operations - BPO

Skill Set: Operations

Designation: AM

Location: Jaipur

Shift: Australian

Job Description:

- Ensure team/process meets or exceeds all team/process metrics & client SLA

- Handling a team comprising of 25-30 agents

- Keep the team focused on the ultimate goal

- Manage the team in a stressful environment

- Manage attrition and employee motivation in his/her team

- Career pathing for direct reports

- Drive employee engagement initiatives

- Lead and motivate staff to deliver customer service excellence

- Monitor performance, coach and develop team members in order to maximize performance.

- Liaise internally and externally with key stakeholders to identify, implement, improve or recommend process improvements

- Resolve escalated issues in a timely and effective manner

- Develop and communicate weekly/monthly dashboards to key stakeholders

Salary Range: 8-10 LPA