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