ASSISTANT MANAGER – OPERATIONS (VOICE PROCESS)
Location - Weikfield IT-CITI INFOPARK Survey Nos. 30/3, 31/1, and 2A Nagar Road Vadgaonsheri, Pune,
India
Job Type - Full-time
Shift – Rotational (24*7)
Job Description
• Meeting SLA’s consistently by managing the performance of the team
• Monitor Resource / capacity planning on a daily / weekly basis
• Monitoring project deliveries and ensuring zero delays with high quality standards
• People Management and ensuring smooth functioning of the process/team Controlling attrition
• Focus on Quality within team and for the process & ensuring Compliance of ISO Managing Client
expectations
• Coach direct reportees to achieve desired result & Performance Management (Appraisals)
• Report team’s performance dash boards on a weekly and monthly basis.
• Management of team productivity - Associate Engagement and Development
Required
• Good to Excellent communication skills
• More than 3 yrs experience in contact center, managing SLA, Shrinkage, Absenteeism, Attrition,
AHT, Productivity
• Min 2 yrs into team management role with a span of 20-25 team members
• Mandatory international voice process experience
• Should be current working as AM/TL on paper.
• Notice period shouldn’t be more than 30 days
Qualification
Any Graduate