Assistant Manager

Roles and Responsibilities :

• Manage a team of customer support agents to achieve high levels of customer satisfaction (CSAT) and first call resolution rates.
• Develop and implement strategies to reduce shrinkage, attrition, and AHT while maintaining quality standards.
• Monitor key performance indicators such as CSAT, AHT, Shrinkage, Attrition, Voice Process Quality, Team Handling Time, etc. to identify areas for improvement.
• Collaborate with cross-functional teams to resolve complex issues related to voice processing.

Job Requirements :

• 4-12 years of experience in BPO/Call Centre industry with expertise in voice support or similar roles.
• Strong understanding of customer service principles and practices with excellent communication skills.
• Proven track record in managing teams effectively with ability to motivate employees towards achieving targets.