Assistant Operations Manager - Kolkata, India - ETOUCHUS PVT LTD

Description

Have Handled any Domestic Inbound Contact Centre Operations

Good Knowledge of Inbound and Back Office Contact Centre KPI's

Understanding of CSAT and customer experience

The candidate should also have excellent problem solving capabilities and lateral thinking skills

Should be flexible to work in 24x7 shifts.

Learn the process and be the product and domain expert

Good Knowledge on Quality Tools, Excel & PowerPoint Presentation

Knowledge of operational process, logical thinking, reporting and analysis

Ability to handle pressure

Ability to follow instructions and client requirements within TAT and with accuracy

Open to change, Multi-tasking skills, Good Team handling

Shows flexibility/ownership & can work under pressure situation

Ability to work with in challenging environment with tight delivery timelines

Willingness to work in rotational shifts and rotational week offs

Candidate Specifications

Graduate is a must

8 10 Years Overall exp in BPO

5 Years exp IN AM Role in BPO

Role and Responsibilities:

Key owner in ensuring the SLAs are met

Supervise, Coach and monitor a group of TLs in day to day operations & people management

Ensure adherence to the process deliverable (SLA's)

Escalate issues in a timely manner across functions

Ensure working practices are well operational with minimal disruption to improve efficiency

Work closely with all support function teams

Good knowledge of Tech M & Client Compliance

Closely monitoring daily productivity against the defined Service Level standards

Perform regular audit checks on client defined compliance requirements

Coach & monitor Team leads in day to day operations &people handling

Analyze and generate reports for team performance on processes

Develop a continuous learning process for the team