- Must have experience of min 1 year as an Assistant Manager in the BPO Industry with a team handling experience of min 50 advisors.
- Develop and implement effective training programs to improve agent performance and product knowledge.
- Analyze sales data to identify trends, opportunities, and areas for improvement, making recommendations for process enhancements.
- Motivating the team and driving towards a high sense of satisfaction. Periodically reviewing the Operations’ processes.
- Give timely feedback with a view towards improving Operational and individual efficiency Ensure implementation of quality system and maintain quality/ system procedures.
- Performance appraisal of team members and counselling for performance and capability building in conformance with goals.
- To ensure that he conducts a daily team briefing/debriefing before and after the shifts respectively Business Acumen.
- Organizational agility - understanding how the organization works and getting things done through formal and informal channels.
- Ensure effective implementation of Performance Management system and career progression for all personnel and succession planning for all critical resources
Job Requirements :
- 3-5 years of experience in BPO voice or domestic voice process industry.
- Proven track record of achieving sales targets and managing teams effectively.
- Strong people management skills with ability to motivate and develop staff.
- Excellent communication skills with the ability to build solid relationships with customers.