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Assistant Manager - Customer Service

Keywords / Skills : Customer Service, SOP, process training , knowledge assessments, Team Management, system enhancements, new applications , training programs , Performance Monitoring, compliance

3 - 5 years
Posted: 2019-11-19

Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Role
VP/ Head - Customer Service
Posted On
19th Nov 2019
Job Ref code
BFS010070
Job Description
Job Description :

Support SOP creations/Update & Exception trackers for all new and stable processes
Create daily/weekly dashboards on training progress during Knowledge Transfer and share it with internal & external stakeholders
Create action plan for people missing the SLAs during Pilot stage i.e. post process training completion
Drive monthly/quarterly process knowledge assessments for teams in Operations
Refreshers for operations teams\u2019 basis TNI
Conduct Train the trainer for SMEs/ Process trainers for new processes, system enhancements, new applications
To drive Developmental and Domain Trainings for stable processes
Evaluate the training effectiveness of the training programs conducted
Monitor employees\u2019 performance to ensure greater efficiency and meeting of KRA
Building and developing knowledge and expertise on the process to ensure compliance with
relevant regulations
Qualifications Minimum qualifications
Graduate (any stream)
Relevant experience in a BPO/KPO
Demonstrated ability to work with Minimum Supervision to take initiative and follow-up on assigned projects, balanced by good teamwork skills.
Good interpersonal skills, with the ability to work effectively with people at all levels of the organization.
Good communication, facilitation, and interpersonal skills.
Strong analytical ability to understand key business levers and allocate resources to meet and exceed SLAs
Ensure AML Regulations and our Client policies and procedures are fully implemented
Support Operational Team in updating KYC profiles in accordance with the Group Policy
Interpersonal skills and ability to build and maintain relationships
Excellent Communication Skills
Positive \u2018can do\u2019 attitude
Pro-active and business orientated with proven ability to prioritize and manage conflicting demands and ability to assess stakeholder needs to improve customer experience and showing resilience under pressure and providing best in class solutions.
Good understanding of quality assurance role and ability to coach team members and improve quality.
Proven ability to establish and develop effective teams, manage their performance.
Proven ability to identify training needs and support development of programs.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit YouTube (https://www.youtube.com/user/GenpactLtd)



About Company

Genpact India
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