Assistant Manager - Operations

Job Description

• Assistant Manager will manage a team of 30 staff and will be responsible for day-to-day operations. This role also requires him/her to liaise with the clients on a daily/weekly basis and ensure contractual deliverables are met.
• Drive team performance, KPI management, reporting, absenteeism, attrition, etc.
• Understand customer queries, feedback, and respond in a positive manner.
• Should be ok with working in 24* 7 environment, rotational shifts, split weekly off and 5 days working in a week
• Demonstrated leadership ability and excellent people management skills.
• Knowledge and experience in organizational effectiveness and operations management
• Excellent computer skills and proficient in Excel, Word, Outlook, and Access
• Excellent communication skills both verbal and written.
• Excellent interpersonal skills and a collaborative management style
• A demonstrated commitment to high professional ethical standards in a diverse workplace
• Open to direction and Collaborative work style and commitment to get the job done.
• Solutions mind-set, passion to drive better customer experience.
• Ability to adapt self with the team in case of adversity, business challenges/requirement.
• Attention to details.

Pre-requisite

• Should be a Graduate
• Strong excel based skills – reporting and governance
• Has excellent people management skills – attrition
• High volume, quick turn around time SLA environment – high paced or some say high pressure
• Worked in an unpredictable, volatile environment – someone who can adapt to changing business environment and deliver
• Need someone who is strong on governance, follow up, ability to follow instructions real time and keeps a strong, transparent communication channel open with his DRs, Subordinates and seniors
• International BPO experience is a must

Qualifications

Excellent Communication skills Minimum 2 years Experience in Team handling role Graduates