Assistant Manager - Customer Service - Inbound

• People management and leadership skills.
• Capability to conduct an appraisal discussion. Capability to communicate with large teams.
• Appreciation of the domain needs of the process and its key drivers.
• Reasonable level of business perspective regarding the internal functioning of BPO/EXL.
• Good Client facing skills.

Values & Behavior

• Output driven mindset, determined, resilient, perseverant and persistent
• Customer Service Orientation
• Quality Orientation
• People & performance oriented
• Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction
• Team Management:
• Lead and manage a team of agents.
• Monitor and evaluate agent performance, providing coaching and feedback.
• Set clear team goals and Key Performance Indicators (KPIs).
• Conduct regular team meetings and create an open communication environment.
• Performance Monitoring:
• Track and report on team performance metrics.
• Identify training needs and provide necessary coaching.
• Recognize and reward high performance.
• Customer Service:
• Ensure all calls are handled professionally and in accordance with company guidelines.
• Address and resolve customer complaints and issues promptly.
• Maintain up-to-date knowledge of products and services.
• Operational Duties:
• Manage the flow of inbound and/or outbound calls.
• Prepare and deliver performance reports to upper management.
• Participate in the recruitment and hiring process of new agents.
• Implement strategies to improve quality and productivity.
• Training and Development:
• Train and onboard new team members.
• Ensure all team members understand and follow company policies and procedures.
• Organize team-building activities to foster a positive work environment.
• Process/Functional Level Data Collation and Reporting to Internal and External Clients:
• Preparation, submission and presentation of various reports for the processes on agreed service level metrics with client.
• Regular maintenance of functional MIS and prepare performance analysis.
• Analyzing data and deriving meaningful results for the use of management in decision-making.
• Ensure accurate, timely and efficient reporting of Weekly, Monthly and Quarterly reports.
• Ensure compliance to client and organizational policies and procedures in respect of reporting.
• Maintain and develop the processes to ensure optimum automation of reports.
• Liaison effectively with leadership team, proving to be an effective and dependable support mechanism.
• Regular audit of reports from operations, preparation of audit reports and highlighting the procedures not being followed.
• Should show sufficient flexibility and urgency to handle pressure in a cross-cultural environment.
• English language proficiency
• Previous international Voice experience
• Good Computer navigation skills
• Should be familiar with MS Office
• Possesses necessary knowledge of business concepts to effectively perform the job
• Self-discipline
• Result orientation
• Adaptability
• Listening and comprehension skills
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multitask, prioritize and manage daily work activities
• This role is only open to Band A2 & Band B1 employees within the Transamerica campaign.
• Band A2 employees may apply - minimum of 12 months tenure in current role.
• Band B1 employees may apply - minimum of 12 months tenure in current role.
• Performance rating of 3.5 or higher in the last appraisal cycle.
• Eligible under Progressive Disciplinary Policy - No warnings or disciplinary actions in the past 6 months.
• No absence stage letters.
• Completed the assigned Renew training modules designated to your band level.