Hours/Days: 9 Hours/5 Days a Week (Rotational Night Shifts) Reporting To: Manager
Company: Sagility Health
Key Responsibilities:
- Lead and supervise a team of customer service representatives.
- Ensure service quality and performance standards are met.
- Monitor daily operations, including call volume, SLAs, and KPIs.
- Conduct team meetings, performance reviews, coaching, and feedback.
- Perform quality assurance checks and resolve escalated customer issues.
- Develop and deliver training programs for current hires and ongoing development.
- Prepare performance reports and use analytics for decision-making.
- Collaborate with departments (HR, IT, Sales) for seamless operations.
Qualifications:
- Bachelor's degree required.
- Minimum 7 years of contact center experience, with at least 2 years in an Assistant Manager role.
- Must have experience in international voice.
- Strong leadership,
communication, and problem-solving skills.
- Proficiency in contact center software and CRM systems.
- Knowledge of operational metrics (SL/AHT/FCR, etc.).
- Ability to manage multiple priorities under pressure.
Additional Requirements:
- Flexibility to work in shifts, including evenings, weekends, and holidays.
- Strong commitment to customer service and continuous improvement.
Why Join Us
- Be part of a dynamic and growing team at Sagility.
- Opportunities for leadership development.
- Engage in impactful work shaping the future of our services.
Interested Applicants can share CV [HIDDEN TEXT]
Regards,
Rani
Role: Voice / Blended - Other
Industry Type: BPM / BPO
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Voice / Blended
Education
UG: Any Graduate
📌 Assistant Manager (Secunderabad)
🏢 Sagility India Private
📍 Secunderabad
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