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