- Minimum 8+ years in the BPO industry.
- At least 2 years as an Associate Manager.
- Skills:
- Telecom Domain, US Process, International Voice Process, Team Handling, Shrinkage, Attrition, SLA Management, CSAT, AHT, KPI, KRA, Conflict Management, Concurrency.
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Key Responsibilities
- Motivate, develop, and mentor team members in a dynamically changing environment.
- Monitor daily productivity to meet defined Service Level Standards.
- Conduct regular compliance audits based on client requirements.
- Coach and support Team Leads in operational and people management.
- Oversee HR-related issues and staff development.
- Analyze and generate performance reports for processes and teams.
- Develop continuous learning processes for team enhancement.
- Assist the Operations Head with supervisory functions.
- Ensure adherence to process deliverables (SLAs).
- Audit transactions and provide feedback to team leads.
- Supervise and support team members to maintain quality service standards.
- Collaborate with Team Leaders to manage individual and team performance, and draw actionable improvement plans.
- Educational Qualifications:
- Any graduate.
Functional Competencies:
- Experience in International Voice/Chat processes, preferably in the Telecom domain.
- Knowledge in ISP operations.
- Proficiency in spoken and written English.
- Ability to work in a 24x7 environment.
- Customer service expertise, including technical, billing, and sales.
- Solid persuasive speaking and problem-solving skills.
- Energetic, self-motivated, and focused on customer satisfaction.
- Ownership and accountability for deliverables.
- Ability to handle multiple responsibilities efficiently.
- Positive attitude and quality-focused approach.