Concentrix - Assistant Manager - Operations

Job Description:

- Ability to manage and lead a team of 15-25 agents.

- Ability to drive performance and improvements through positive conversations

- Effective performance planning for self and team, time management and self-organization

- Coaching and Feedback

- Ability to achieve stretched targets and able to take decisions and manage complex/ difficult employee's situation

- Handle escalations (team and client)

- Work as a Single point of contact for all non-operations departments and identify, evaluate & coordinate operational, Admin, IT and HR issues

- Understanding Metrics and Driving Improvement for the same

- Willing to work in night shifts

- Responsible for monitoring intra-day work volume, real-time staffing, agent adherence, exception process, technology functionality and client communications

- Managing and amending daily schedules based on real time demand

- Maintaining and drive leave planner and drive schedule efficiencies

- Makes appropriate recommendations and adjustments to leverage resources, skill changes, post Overtime, or escalate as required

- Monitors and reviews service level reports to scan for issues and anomalies, and report perceived concerns of the process

- Manages client needs and escalations according to established escalation process. Also maintain error free MIS

- Ensures client and company's goals are met by monitoring & analyzing work volume variances to forecast and re-forecasting as necessary to adjust the staffing levels

Essential skills :

- Establish cross skilling plan for the agents

- Understand the complete process and its SLA

- Ability to gauge the caliber of agents and train them accordingly

- Ensure complete participation and contribution in organization/process level initiatives (e.g. Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency

- Ensure that the internal/external targets are met and the team shows continuous improvement month on month

- Planning and prioritization of schedule adherence

- Data collection and analysis of team performance parameters

- Coaching and feedback to mid quartile and bottom quartile agents

- Mentoring top quartile performers

- Achieve stretch targets and make decisions as well as manage complex/ difficult employee situations

- Forward non-resolvable issues to Operations Manager and Project Manager

- Analyzing & communicating the areas of opportunity to improve overall client / customer experience

- Provide backup support for extreme high volumes and absence situations