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