As an Assistant Manager - Operations (Customer Service), you will be responsible for overseeing customer service operations, ensuring high-quality service delivery, and maintaining employee satisfaction. This role involves managing a team, driving process improvements, and collaborating with internal and external stakeholders to enhance customer experience. The ideal candidate should have strong leadership skills, problem-solving abilities, and experience in customer service management.
Roles and Responsibilities:
- Manage operations seamlessly, ensuring timely SLA delivery and high levels of employee and customer satisfaction.
- Establish and maintain client relationships to drive engagement and operational efficiency.
- Oversee team performance by setting goals, optimizing resources, and ensuring effective execution of strategies.
- Monitor staff schedules, attendance, and productivity to ensure smooth operations.
- Conduct weekly and monthly client meetings to assess expectations and provide updates.
- Ensure closure of audit-related issues and compliance with operational standards.
- Identify and implement continuous process improvements to enhance efficiency.
- Coach and mentor Team Leads for better team management and employee engagement.
- Address and resolve internal customer queries in a timely manner.
- Act as the primary point of contact for business-specific challenges and solutions.
- Take on special projects as per business requirements.
ISMS Responsibilities:
- Follow the instructions of Function Heads,
operate systems on behalf of Function Heads, and serve users authorized by Function Heads;
- Provide technical consulting assistance to Function Heads so that information systems can be built and run to best meet business objective;
- Ensure the safeguarding of information in their possession;
- Accepts responsibilities for the operation and protection of information assets; and
- Perform the work as delegated by the by the Function Head
Desires Skills and Experience:
- Team Management: Conduct meetings, performance reviews, and ensure employees meet performance targets.
- Employee Development: Hiring, coaching, and mentoring team members for success.
- Customer Service Expertise: Proven track record in managing customer service teams and operations.
- Performance Monitoring: Ability to calibrate employee performance, provide coaching, and ensure alignment with business objectives.
- Issue Resolution: Ability to identify and resolve performance-related challenges.
- Action-oriented, high integrity, and perseverance.
- Strong leadership and problem-solving skills.
- Ability to drive results and manage performance under pressure.
- Excellent verbal and written communication skills.
- Strong external and management reporting capabilities.
What do we offer?
- Opportunity to earn good incentives
- Endless growth opportunity
- GMC Group Medical Coverage
- Group Personal Accident Insurance
- Gratuity
- Wellness Programs
- Give back to society through CSR
- Continuous talent enhancement program
- Childcare facility
- Tax Saving flexi perks