Responsibilities
Proven people management skills, service delivery, quality adherence
Understand operational requirements, researching best practices and assisting with the design and implementation of recent processes and tools
Cultivate a team environment that provides exceptional customer service and ensuring all staff members perform at a consistently high level
Motivate, instill accountability and achieve results
Monitor the effectiveness of a team of Process Associates
Prepare MIS reports and do various analyses to understand improvement prospects
Interact with Customers and manage their queries
Providing day-to-day coordination on the activities of the team
Attending and responding to written/electronic correspondence
Performance reviews of the team members at regular intervals
One to upgrade ones knowledge by taking up company sponsored Insurance exams certified by The Institutes if applicable
Involve mentoring of Team members
Require one to be involved with various Process Improvement related projects to drive efficiencies in the team
Open to travel to client location on transition USA/UK
Mandatorily require to be comfortable working in all shifts including night shift

Education Minimum Required Degree: Graduate; Preferred Degree: Any Bachelors Degree





Certifications / Special Training Required

Proficiency in Microsoft Office applications. Preferred: Six Sigma Green Belt or Yellow Belt certification. Knowledge of or certification in the Insurance domain will be an added advantage.

Experience

Minimum 6 years of post-qualification experience in the international BPO/KPO industry. At least 2 years of experience (on paper) as a Team Leader or Assistant Manager. Must currently be designated as a Team Leader or Assistant Manager. Experience managing a team of at least 10 FTEs.

Knowledge, Skills Abilities
Strong understanding of Contact Center Operations and Customer Service principles
Demonstrated problem-solving and decision-making capabilities
Excellent organizational and planning skills
Strategic thinking with the ability to identify and drive business opportunities
Solid leadership, team management, and stakeholder management skills

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Assistant Manager Customer Service Mumbai (India)
🏢 Artex Risk Solutions
📍 India