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Hiring for Assistant Manager- BPO Operations

Keywords / Skills : Incident Management, Acd, Avaya, Order Management, Floor Management, Control attrition, Performance Management

3 - 5 years
Posted: 2019-06-24

Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Role
Manager - Service Delivery
Posted On
24th Jun 2019
Job Description
JD:
  • Manage team of 45 CSRs/3 TLs for day to day operations.Willing to take escalations calls and has the passion to interact with difficult customers to improve customer experience and One97 Brand image.
  • Login and take calls for 1 hours in a week.
  • Attend trainings for personal knowledge and development. Clear New Hire training and weekly certifications in 1st attempt.
  • Conduct Weekly TL 1:1 documented review sharing performance trend against targets, expectation, action plan and commitment from each TL.
  • Should possess excellent people management skills
  • Should be extremely particular about time management skills and lead by example by reporting to work before time, taking breaks along with the team and managing work and day in a structured and organised manner.
  • Analyze and Report Trends in CSR/Process performance
  • Implement corrective action plans as and when required
  • Control & Reduce Attrition and Unplanned Absenteeism.
  • Team Motivation and Counselling as a key for team building and team performance.
  • Daily Live Call Audits/barging help in the improvement of quality of team & whole process.
  • Ensuring team targets as Customer Satisfaction, Average Handling Time, and Quality.
  • Share Daily Productivity and improvement trend with every CSR in team for their better performance output.
  • Should have Two year experience on Current Role for AM can apply.

Interview Venue:-Gowra Trinity, Chiran fort lane, Begumpet, Hyderabad

About Company

Conneqt Business Solutions Limited
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