Job Description
Candidate Specifications
Graduate is a must
8 – 10 Years Overall exp in BPO
5 Years exp IN AM Role in BPO
Have Handled any Domestic Inbound Contact Centre Operations
• Good Knowledge of Inbound and Back Office Contact Centre KPI's
• Understanding of CSAT and customer experience
• The candidate should also have excellent problem solving capabilities and lateral thinking skills
• Should be flexible to work in 24x7 shifts.
• Learn the process and be the product and domain expert
• Good Knowledge on Quality Tools, Excel & PowerPoint Presentation
• Knowledge of operational process, logical thinking, reporting and analysis
• Ability to handle pressure
• Ability to follow instructions and client requirements within TAT and with accuracy
• Open to change, Multi-tasking skills, Good Team handling
• Shows flexibility/ownership & can work under pressure situation
• Ability to work with in challenging environment with tight delivery timelines
• Willingness to work in rotational shifts and rotational week offs
Role and Responsibilities:
• Key owner in ensuring the SLAs are met
• Supervise, Coach and monitor a group of TLs in day to day operations & people management
• Ensure adherence to the process deliverable (SLA's)
• Escalate issues in a timely manner across functions
• Ensure working practices are well operational with minimal disruption to improve efficiency
• Work closely with all support function teams
• Good knowledge of Tech M & Client Compliance
• Closely monitoring daily productivity against the defined Service Level standards
• Perform regular audit checks on client defined compliance requirements
• Coach & monitor Team leads in day to day operations &people handling
• Analyze and generate reports for team performance on processes
• Develop a continuous learning process for the team
Graduate is a must
8 – 10 Years Overall exp in BPO
5 Years exp IN AM Role in BPO
Have Handled any Domestic Inbound Contact Centre Operations
• Good Knowledge of Inbound and Back Office Contact Centre KPI's
• Understanding of CSAT and customer experience
• The candidate should also have excellent problem solving capabilities and lateral thinking skills
• Should be flexible to work in 24x7 shifts.
• Learn the process and be the product and domain expert
• Good Knowledge on Quality Tools, Excel & PowerPoint Presentation
• Knowledge of operational process, logical thinking, reporting and analysis
• Ability to handle pressure
• Ability to follow instructions and client requirements within TAT and with accuracy
• Open to change, Multi-tasking skills, Good Team handling
• Shows flexibility/ownership & can work under pressure situation
• Ability to work with in challenging environment with tight delivery timelines
• Willingness to work in rotational shifts and rotational week offs
Role and Responsibilities:
• Key owner in ensuring the SLAs are met
• Supervise, Coach and monitor a group of TLs in day to day operations & people management
• Ensure adherence to the process deliverable (SLA's)
• Escalate issues in a timely manner across functions
• Ensure working practices are well operational with minimal disruption to improve efficiency
• Work closely with all support function teams
• Good knowledge of Tech M & Client Compliance
• Closely monitoring daily productivity against the defined Service Level standards
• Perform regular audit checks on client defined compliance requirements
• Coach & monitor Team leads in day to day operations &people handling
• Analyze and generate reports for team performance on processes
• Develop a continuous learning process for the team
💡 Quick Summary
Seeking a career-building opportunity? The Assistant Manager BPO Operations position is now open for candidates interested in the BPO Jobs sector. This role in Kolkata offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
