- Min 3-5 Years in BPO industry.
- Must have experience of min 1 year as an Assistant Manager in the BPO Industry with a team handling experience of min 50 advisors.
- Should have an experience in any BPO Voice Sales Process.
- Ensure all required parameters for achievement of Service Levels are complied.
- Ensuring maximum productivity.
- Client interaction as and when required; incorporate feedback into the system.
- Inspiring 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.