Hiring Assistant Manager- BPO Operations

• Managing Day to Day Operations for Contact Center
• Ensure operation is carried on in an appropriate and cost-effective way
• Improve operational management systems, processes and best practices
• Preparing/updating reports. Presenting it to the management
• Help the organization s processes remain compliant
• Manage forecasts, shrinkage and attrition
• Perform quality controls and monitor production KPIs
• Recruit, train and supervise staff
• Find ways to increase quality of customer service
• Brief team on any changes implemented in process
• Allocate task to team members on daily/weekly basis
• KPI Management and People Management
• Engaging with staff and ensure high motivated workforce
• Ensuring Data Security and Compliance to company guidelines
• Client /Customer Relationship Management
• Addressing day to day Escalation
• MIS Management, Bottom Quartile Management
• Look for Opportunities on Business Improvement
• Employee Engagement Activities
• Appraisal using bell curve

Essential Skills:

• Proven work experience in team management and customer service.
• Should have experience in creating Reports using Excel, Pivot table, graphs etc
• Preparing Presentation
• Experience in forecasting
• Familiarity with business and financial principles
• Excellent communication skills
• Should have experience in managing people.
• Outstanding interpersonal skills
• 6 days working rotational shifts.

Education & Experience:

• Minimum Graduate
• 6+ years of experience in call center industry along with 2 years of people management