Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction
Team Management:
• Lead and manage a team of agents.
• Monitor and evaluate agent performance, providing coaching and feedback.
• Set clear team goals and Key Performance Indicators (KPIs).
• Conduct regular team meetings and create an open communication environment.
Performance Monitoring:
• Track and report on team performance metrics.
• Identify training needs and provide necessary coaching.
• Recognize and reward high performance.
Customer Service:
• Ensure all calls are handled professionally and in accordance with company guidelines.
• Address and resolve customer complaints and issues promptly.
• Maintain up-to-date knowledge of products and services.
Operational Duties:
• Manage the flow of inbound and/or outbound calls.
• Prepare and deliver performance reports to upper management.
• Participate in the recruitment and hiring process of new agents.
• Implement strategies to improve quality and productivity.
Training and Development:
• Train and onboard new team members.
• Ensure all team members understand and follow company policies and procedures.
• Organize team-building activities to foster a positive work environment.
Process/Functional level data collation and reporting to Internal and External clients.
• Preparation, submission and presentation of various reports for the processes on agreed service
level metrics with client.
• Regular maintenance of functional MIS and prepare performance analysis.
• Analyzing data and deriving meaningful results for the use of management in decision-making.
• Ensure accurate, timely and efficient reporting of Weekly, Monthly and Quarterly reports.
• Ensure compliance to client and organizational policies and procedures in respect of reporting.
• Maintain and develop the processes to ensure optimum automation of reports.
• Liaison effectively with leadership team, proving to be an effective and dependable support
mechanism.
• Regular audit of reports from operations, preparation of audit reports and highlighting the
procedures not being followed.
• Should show sufficient flexibility and urgency to handle pressure in a cross-cultural environment.
- Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education
- Overall 2 years of work experience in Business Process Off-shoring Team Leader/Assistant Manager .