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Assistant Manager {Operations}

Mumbai, MH
Job Code:
  • Miscellaneous
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Job Details

The assistant operations managers main task is to assist the operations manager in creating the Team Leader s work schedules and assigning their daily tasks.Lead a team of TLs and Customer support executives for both Inbound and Outbound B2B / B2C voice & data operations.Manage the operational requirements of the customer on a daily basis.Provide leadership and guidance to Team Leads with support in administering company policies and standards.Ensure that the productivity goals for the team are met, including service level, utilization and customer satisfaction.Meeting KPI\\\\\\\\\\\\\\\'s as per client Requirement.Designing KRAs & KPI for the team as per the targets and monitorning the same at regular intervalsAddressing the concerns of teamTracking the performance of team leadersOversee the daily reports for Team LeadersReduce & Control AttritionCoordinate with HR Team for Requistion ForecastingWorking in close coordination with software development teams to generate necessary automation support to project teamsDelegating responsibilities, communicating with staff, consulting with clients & allocating resources.Must have experience in Voice Call process, inbound / outbound and handling team of team leaders and customer support executives.Act as a resource for clarification of company policies; ensure consistency within the team through coaching and mentoring, one-on-ones, and performance reviews. QualificationsShould have people management experience of 3- 4 years in Domestic /International BPO/KPO.Should be an Undergraduate /Graduate.Excellent communication skill.Able to prioritize and execute tasks in a high-pressure environment.Experience working in a team-oriented, collaborative environment.Should be comfortable with day shifts and 6 days working week.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 3-4


Technical Process | Training | Voice & Accent Training | Voice Process - Both BPO Type
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