Lead Assistant Manager-Customer Care Non-Voice-Back-End/Non Voice Transaction Processing Complex

Strong leadership and team management skills.

People Management

Proficient knowledge of PPT, EXCEL

Excellent communication and conflict resolution abilities.

Ability to handle client escalations and sensitive cases professionally

In depth knowledge of CSAT, SLA, Quality

Excellent problem-solving and analytical abilities.

Proficiency in presentation and analysis skills.

Effective communication and interpersonal skills for cross-department collaboration.

Develop and implement operational strategies to improve efficiency and productivity.

Monitor team performance and ensure adherence to service level agreements (SLAs) and company policies

People Management ,attrition,      shrinkage

Understanding of DSAT, CSAT, SLA, Backoffice work

Manage day-to-day operations, including resource allocation, budgeting, and process optimization.

Collaborate with client stakeholders and within organisation to ensure alignment with project goals.

Analyse performance metrics to identify areas for improvement and implement corrective actions.

Lead and mentor team members, fostering a culture of continuous improvement and accountability.

Bachelor’s degree in Business Administration, Operations Management, or a related field.

2+ years of experience in operations management or related roles.

Experience of the BPO/Outsourcing process/ Client Management