DG - Assistant Manager

DG - Assistant Manager

Genpact
Not Specified
Not Specified

Job Description


With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands-and we have fun doing it. Now, we're calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.
Transformation happens here. Come, be a part of our exciting journey!
Are you the one we are looking for
Inviting applications for the role of Team Leader!
You will work extensively with functional and support functions to maintain production and quality of the highest standard.
Responsibilities
. Identify and grow talent, lead, motivate and coach direct reports.
. 70% of the time would be dedicated to coaching, shadowing, and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance rigor.
. Be able to explain what is driving their team performance in a concise and data-driven way.
. Identify training needs and support the development of programs.
. High level of integrity as demonstrated personally and professionally.
. Proven ability and passion to coach in one-on-one and also in a team setting with a clear data-driven approach and tangible output for agents to improve.
. Understanding of departmental policies and procedures
. Ensuring the success of the Client's culture of excellence and commitment to quality and customer service.
. Managing day-to-day operations - ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.
Qualifications we seek in you!
Minimum qualifications
. Associate's Degree / College Diploma
. Excellent communication and analytical skills
. MS Office applications like Excel, Word, Powerpoint, Outlook, etc
. Experience in handling customers within service/technical fields.
. Fluent in each of the language(s) in which the Services are provided, as well as in English where required as a second language for the provision of Services.
. Outstanding customer service skills.
. Excellent written and verbal communication skills. Comfort communicating with all levels of management and able to adjust messaging to different target audiences with to-the-point communication.
. Excellent organizational skills and detail-oriented approach to problem-solving
. Demonstrated proficiency in multi-tasking and prioritization.
. Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry o Familiarity with project management
. Moderate understanding of business process improvement methods.
. Analytical skills
Preferred qualifications
. Ability to identify and grow talent, lead, motivate and coach direct reports to establish and develop an effective team identify outliers and manage the team performance to continuous KPI achievement.
. Excellent communication to ensure quarterly strategy, as well as monthly and weekly priorities, are understood and adhered to by agents. Able to adjust messaging to different target audiences (agent, Ops Manager, with to-the-point communication.
. Able to adapt quickly to changes in workflows/processes/procedures/product features.
. Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.
. Able to clearly outline current performance drivers of their market and actions to improve.
. Maintain a professional demeanor at all times
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 www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

About Genpact

Job Source : www.genpact.com

Similar Jobs

People Also Considered

Career Advice to Find Better