Responsibilities :

- Proven people management skills, service delivery, quality adherence
- Understand operational requirements, researching best practices and assisting with the design and implementation of new 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 opportunities
- 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 (Maharashtra)
🏢 Artex Risk Solutions
📍 Maharashtra