Job Description
• Leading team members includes Team Leads of call centers and Backend team.
• Coordinating with Line Managers, Team Leads to provide them with the feedback related to the Process Performance, Training Initiatives.
• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
• Mapping TRAI requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the TRAI. Analyzing & driving the contractual Business KPIs on a daily basis.
• Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics and reports) and recommend solutions; ensure maintenance of processes and procedures to facilitate the same.
• Highly involved in Quality Assurance and Process Improvement activities to always make sure the delivery within SLA. Involved in quality checks, internal / external audit and calibrations with service excellence team to fix the process gaps.
• Scheduling refresher training based on TNI (Training needs identifications).
• Involved in quality checks, internal / external audit and calibrations with PTB department. (Professional Telephonic Behavior).
• Conducting & maintaining documented Feedback, Coaching & Counseling.
• Ensure work ethics are followed & also conducting Activities for Team Motivation.
Coordinating with Technology and other support functions to ensure smooth functioning
• Coordinating with Line Managers, Team Leads to provide them with the feedback related to the Process Performance, Training Initiatives.
• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
• Mapping TRAI requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the TRAI. Analyzing & driving the contractual Business KPIs on a daily basis.
• Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics and reports) and recommend solutions; ensure maintenance of processes and procedures to facilitate the same.
• Highly involved in Quality Assurance and Process Improvement activities to always make sure the delivery within SLA. Involved in quality checks, internal / external audit and calibrations with service excellence team to fix the process gaps.
• Scheduling refresher training based on TNI (Training needs identifications).
• Involved in quality checks, internal / external audit and calibrations with PTB department. (Professional Telephonic Behavior).
• Conducting & maintaining documented Feedback, Coaching & Counseling.
• Ensure work ethics are followed & also conducting Activities for Team Motivation.
Coordinating with Technology and other support functions to ensure smooth functioning
💡 Quick Summary
Seeking a career-building opportunity? The Assistant Manager operation position is now open for candidates interested in the BPO Jobs sector. This role in Noida 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.
