Assistant Manager-Customer Care Voice-Inbound

Competencies & Skills

• People management and leadership skills
• Capability to conduct an appraisal discussion 
• Capability to communicate with large teams
• Appreciation of the domain needs of the process and its key drivers
• Reasonable level of business perspective regarding the internal functioning of BPO/EXL
• Good Client facing skills

Values & Behavior

• Output driven mindset, determined, resilient, perseverant and persistent
• Customer Service Orientation
• Quality Orientation
• People & performance oriented
• 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.
• Ensure 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 1 year of work experience within relevant process.