Assistant Manager

ROLES & RESPONSIBLITIES

Manage the Calls ,Chats and Email operations with the desired efficiency and effectiveness

Ensure relevant processes are followed on the operational floor

Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs

Liaise with Business Planning & MI team where required for resource planning and optimum utilization;

Manage and optimize workflows (pipeline and individual work queues)

Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance;

Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality;

Execute any relevant business transformation activities within the team;

Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills;

Report on team performance, customer/client feedback and all daily operational activities;

Liaise, coordinate and manage relationships with other departments and onshore teams;

Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team;

Co-ordinate with internal support functions to help resolve issues for the team;

Participate in the recruitment process of new advisors;

Implement the rewards and recognition program to motivate the team to perform better;

Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders

They are also expected to manage the entire issue management process for clients & ensure necessary follow up actions are taken to resolve customer issues. These professionals are required to have a broad understanding of the products/services of the organization to assist in responding to client queries.

Graduate 2 - 5 Years