Shiprocket - Assistant Manager - Reactivation

- To manage the day-to-day planning, operation and problem-solving of the team the required service level components, standards and targets . Ensure escalations and complaints from customers are resolved with urgency and kept at a minimum through regular coaching and feedback to the team.

- To develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduct between Front liners and Management.

- Delivery of team Retention targets, quality and productivity targets and People Management.

- Operational Management: Managing the floor, adherence to schedule.

- People Management, including all HR related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule. Responsible for conducting appraisals, confirmations, promotions and terminations

- Ensure productivity parameter is maintained for the team on a daily basis/ Analysis of daily reports on productivity

- Training and development of staff. Motivation, leadership for a team and developing future leaders. . Conducting performance appraisal for the team.

- Recommendations for product and process development based on customer feedback and analysis of the same.

- Compiling reports on team's performance and customer feedback. Communication and being a focal point of dissemination of information from management to team and vice versa

- Handling customer's supervisor/escalation calls.

- Responsible for identifying training requirements for team members and adjusting targets to suit the needs of the business

- Analyze the individual performance of each team member and motivate them to perform even better

- Maintain an Error tracker and help the team to analyze the causes and implement control plans. Mentoring the entire process flow by having huddles with all the leads in regular intervals

- Analyze, plan, execute and track marketing campaigns to complement business growth.

- Aid in rollout of email & enhancements including personalization, new marketing programs and template implementation.