Assistant Manager

Roles and Responsibilities

• Manage a team of customer support agents to achieve targets such as AHT, CSAT, NSAT, Shrinkage, Attrition, Inbound calls handling.
  
• Ensure excellent communication skills among team members and resolve conflicts effectively.
  
• Monitor call quality and provide feedback to improve overall performance.
  
• Develop strategies to reduce shrinkage and attrition rates within the team.
  
• Collaborate with other departments (e.g., Domestic Process) to ensure seamless service delivery.
  

Desired Candidate Profile

• 4-9 years of experience in BPO industry with expertise in Customer Support/Call Centre environment.
  
• Strong knowledge of Voice Processing/Voice Support processes and tools.
  
• Excellent leadership skills with ability to manage teams effectively.
  
• Ability to analyze data reports like AHT, CSAT, NSAT etc. to drive business decisions.