Description

A4 to A5

Or

P3 to P4

- Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable)

- Min 2 years' experience in the current role

- No Warning Letter issued in the past 6 months

- Mandatory E-learning courses certified wherever applicable

Responsibilities

- Maintaining the agreed Service Level as per defined KPI

- Maintaining the agreed Answering Level as per defined KPI

- Maintaining the agreed External Quality Score as per defined KPI

- Managing the Manpower & Assets Productivity

- Managing the TL – CCE Span as per the agreement with client

- Coordinate with support functions for recruitment/ on boarding/ training

- Review performance at least once every month with the team

- Documentation and compliance of ISO processes

- Managing the Attrition% as per the defined KRA's

- Managing & further improving the CSAT Scores as per defined KPI's

- Maintain the L2 level manpower

- Responsible for Controlling attrition

- Analyze MIS reports; identify trends and take appropriate action on the same

Qualifications

Graduation

📌 Assistant Manager (Thane)
🏢 Saarthi
📍 Thane