Assistant Manager

ROLES & RESPONSIBLITIES:

• Manage the Calls ,Chats and Email operations with the desired efficiency and effectiveness

• Ensure relevant processes are followed on the operational floor

• Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs

• Liaise with Business Planning & MI team where required for resource planning and optimum utilization;

• Manage and optimize workflows (pipeline and individual work queues)

• Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance;

• Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality;

• Execute any relevant business transformation activities within the team;

• Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills;

• Report on team performance, customer/client feedback and all daily operational activities;

• Liaise, coordinate and manage relationships with other departments and onshore teams;

• Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team;

• Co-ordinate with internal support functions to help resolve issues for the team;