Assistant Manager-Operations (International Voice Process)

Role & responsibilities

• To motivate, develop and mentor team members in a dynamically changing environment
• Closely monitoring daily productivity against the defined Service Level standard
• Perform regular audit checks on client defined compliance requirements
• Coach & monitor Team leads in day to day operations & people handling
• People Management, including all HR related issues, as well as staff development
• Analyze and generate reports for team performance on processes
• Develop a continuous learning process for the team
• Assist Operations Head in supervisory functions
• Ensure adherence to the process deliverables (SLA's)
• Review / audit transactions performed by team leads
• Supervise and support team members to ensure that delivery is consistent with or exceeds client's quality service standards

Working closely with Team Leaders to manage Team and Individual Performance, drawing action plans for the team

Functional Competencies and skill sets required for the position

• Should possess experience in to international Chat/Voice process, preferable Telco experience
• Experience in managing ISP Operations with relevant domain knowledge
• Excellent Communication skills
• Good command over spoken and written English
• Candidate should be ready to work in a 24*7 environment
• Should have a flair for Customer Service, Technical, Billing & Sales
• Persuasive Speaking Skills- Able to understand customers needs and to add value to client by selling aggregated values
• Highly energetic and self-motivated- Able to keep himself with a positive attitude despite customers objections
• Customer Focus- Taking action to exceed Customer expectations. This includes asking accurate questions, identify customer needs, summarize the steps to be taken, and following up to ensure the Customer was satisfied with the results based on client’s individual needs
• Multi-Tasking- Accurately & efficiently performing multiple responsibilities & frequently moving from one activity to another without losing focus & without impacting client satisfaction efficiently
• Ownership- Taking responsibility for one’s own actions and holding others accountable for theirs; assuming responsibility for a job well done; being dependable, hardworking and focused on doing whatever is necessary to get the job done; demonstrating a commitment and pride in one’s own work
• Positive Attitude- Viewing the world in a positive and optimistic manner
• Problem Solving- Being able to resolve problems that involve people, things, and processes requiring general logic and common sense. This may include gathering relevant information, considering alternatives, and drawing logical conclusions based on facts
• Processing Speed- Quickly interpreting and then responding to information. This includes quickly understanding the meaning of information and then providing an appropriate response
• Quality Focus- Paying attention to and being able to identify small differences, mistakes or defects. This also involves being able to know when something is wrong or is likely to go wrong