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
• E-learning mandatory courses certified wherever applicable

JOB RESPONSIBILITY

 Reports to operations manager

 Manage Team Leaders /Team Coaches

 Ensure consistency of service to the customers across the floor

 Achieve KPIs and SLAs through continuous monitoring and corrective action

 Conduct monthly reviews with Team Leaders and in presence of team members

 Review periodically performance of different teams and individuals especially recognition of best performers and coaching poor performers

 Implement quality tools to enhance performance & productivity

 Controlling Attrition & organizing internal coaching & counselling session for those TSA’s who are likely to resign

 Display cost consciousness and optimum utilization of resources

 ISO and ISMS-Ensuring process documentation & compliance in the respective processes

 Call handling to develop first hand sensing of customer pulse and manage irate customers

 Audit SR’s/calls and identify the training requirements of each Team Member

 Skip level with TSAs with a sample size of 25% of CCEs floor strength, month on month. Action points to be documented and close looped with timelines and included in ISO documentation.

 Prepare and maintain a high-quality MIS

 Understand customer expectations and build in the required changes into the processes

 Resolve escalations arising out of feedbacks given by QE’s & TL’s and Team Coaches in a manner which is convincing and just

 Identify and work upon the action plan to improve performance of the campaign

QUALIFYING CRITERIA

•  Undergraduate/Graduate Can apply.
•  Should have minimum of 4 yrs experience.
•  At least 2 years in supervisor role with a span of minimum 20 agents
•  Should have completed at least 3 years in CBSL
•  Should have performance rating of Met Expectation (3 or B) and above in the last appraisal cycle
•  Should not have any disciplinary issue in last 1 Year
• 12/undergraduate