Assistant Manager - Mumbai/Tamil Nadu/Chennai/Madurai/Coimbatore/Kolkata/Goa, India - iimjobs

Description

• Supervise, coach and develop team of associates to ensure efficiency of the department, satisfaction of customers and clients, and to maximize team performance.
• Hold regular oneonone s and team meetings; contribute to team engagement.
• Actively manage performance; identify training needs and provide posttraining support.
• Distribute assignments and coordinate work activities.
• Recognize and recommend operational improvements.
• Perform other leadership duties such as ensuring time worked is approved and entered on time, performance reviews are conducted and new staff are recruited on time.
• Ensure effective use of resources and knowledge.
• Monitor calls to ensure adherence to procedures and customer service standards.
• Manage high profile cases.
• Log in and take calls, when required.
• Ensure smooth ground operations with process adherence to deliver outcomes on agreed metrics
• Engage with Internal & external stakeholders to improve quality of service on Cost, Quality, & Turn Around Time
• Regular data analysis and performance reporting to the management
• Continuous process improvements to improve the efficiency of the team
• Managing the Operational risk
• Managing and motivating a big team
• Design and implement operational strategies to drive growth, improve customer satisfaction, and maximize operational efciency
• Collect, analyze, and interpret data to identify key performance indicators (KPIs) and measure operational effectiveness
• Develop datadriven insights to optimize operational processes, improve resource allocation, and enhance overall performance
• Oversee the endtoend execution, ensuring adherence to quality standards, timelines, and budgetary requirements
• Coordinate with internal stakeholders, including logistics teams, and customer support, to ensure seamless execution
• Monitor performance, identify bottlenecks, and implement corrective actions to achieve operational goals
• Prepare and deliver clear, concise, and impactful presentations to internal and external stakeholders, including senior management
• Proven leadership skills to oversee and guide a team of talented individuals towards achieving collective goals, fostering a culture of collaboration, growth, and excellence.

• Postsecondary education coupled with a minimum of 2 years experience in a call centre setting.
• Minimum 1 year leadership experience.
• Possess problem solving, interpersonal and phone etiquette skills.
• Possess superb customer service skills, a strong customer focus, and commitment to customer satisfaction.
• Excellent leadership and motivational skills required including demonstrated ability to coach and provide feedback to others.