Assistant Manager

A4 to A5

Or

P3 to P4

• Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable)
• Min 2 years’ experience in the current role
• No Warning Letter issued in the past 6 months
• Mandatory E-learning courses certified wherever applicable
• Oversee and manage a team of CCEs, providing leadership and direction.
• Handle complex customer inquiries and escalate issues as needed.
• Train and mentor CCEs to improve their customer service skills and knowledge.
• Monitor and evaluate team performance, providing feedback and coaching.
• Implement and maintain efficient customer care processes and procedures.
• Collaborate with other departments to align customer care strategies.
• Ensure compliance with company policies and industry regulations.
• Analyze customer feedback and identify areas for improvement.
• Develop and implement initiatives to enhance customer satisfaction.
• Stay updated with industry trends and best practices in customer care.
• Maintaining the agreed Service Level as per defined KPI
• Maintaining the agreed Answering Level as per defined KPI
• Maintaining the agreed External Quality Score as per defined KPI
• Managing the Manpower & Assets Productivity
• Managing the TL – CCE Span as per the agreement with client
• Coordinate with support functions for recruitment/ on boarding/ training
• Review performance at least once every month with the team
• Documentation and compliance of ISO processes
• Managing the Attrition% as per the defined KRA’s
• Managing & further improving the CSAT Scores as per defined KPI’s
• Maintain the L2 level manpower
• Responsible for Controlling attrition
• Analyze MIS reports; identify trends and take appropriate action on the same