Description
Looking for < 10 days or Immediate Joiners (Below 30 years age)
Minimum Experience of 4+ years
Salary : 6Lpa to 8 Lpa (Negotiable for Right candidate)
Responsibilities:
• Work closely with the team, motivating and Training them
• Hosting 1-2-1’s and team meetings
• Keeping up to date with business development and new product lines
• Reporting to the Customer Service Manager
• Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Support the Operations Manager to highlight operational risks and areas for improvement
• Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction
• Support the Head to deliver business targets and objectives and create a performance orientated culture
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management team to identify and deliver positive change and business efficiencies
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets
• Escalate any appropriate problems to senior management
• Support the Senior Manager to highlight operational risks and areas for improvement
Required Skills and Experience:
• Team management experience
• Training and communication skills
• Experience within customer services
• Excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Creative thinking