Assistant Manager - Operations(voice process) - 5+ Years - Pune

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