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199 ClearTax Jobs
Assistant Manager - Operations
ClearTax
posted 2d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Team Management: Lead, coach, and mentor a team handling voice and semi-voice processes, ensuring high levels of engagement and productivity.
- Performance Monitoring: Track and analyze key performance metrics (KPIs) such as call quality, response time, resolution rates, and customer satisfaction.
- Process Optimization: Identify and implement process improvements to enhance efficiency and customer experience.
- Training Development: Conduct regular training sessions, feedback discussions, and upskilling programs to enhance team capabilities.
- Quality Assurance: Ensure adherence to quality and compliance standards, conducting audits and providing necessary corrective actions.
- Escalation Handling: Address and resolve customer escalations, working closely with other departments to ensure swift issue resolution.
- Workforce Planning: Manage shift schedules, workload distribution, and resource allocation to optimize productivity.
- Reporting Documentation: Prepare reports on team performance, productivity, and improvement areas for senior management review.
- Collaboration: Coordinate with other departments such as Quality, HR, and Training to align team goals with business objectives.
- Experience: 6+ years in customer service, with at least 3+ years of experience managing a team of 15-20+ members in a voice/semi-voice process.
- Communication Skills: Excellent verbal and written communication skills in English. Additional languages are a plus.
- Leadership Abilities: Strong people management skills with the ability to motivate, coach, and develop team members.
- Problem-Solving: Ability to handle complex customer queries and escalations effectively.
- Process-Oriented: Experience in process improvement and driving efficiency in operations.
- Tech Savvy: Familiarity with CRM tools, Brilliant XL skills, call management systems, and reporting software.
- Flexibility: Willingness to work in shifts as per business requirements.
- Experience in Operations or Service Industry handling voice/semi-voice processes.
- Knowledge of quality management frameworks (Six Sigma, COPC, etc.) is an added advantage.
- Bachelors degree in Business, Communications, or a related field is preferred.
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Assistant Manager Operations roles with real interview advice
Top ClearTax Assistant Manager Operations Interview Questions
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What people at ClearTax are saying
Assistant Manager Operations salary at ClearTax
reported by
4
employees
with 5-6
years exp.
₹7
L/yr - ₹12.5
L/yr
25%
more
than the average Assistant Manager Operations Salary in India
View more details
What ClearTax employees are saying about work life
based on 304 employees
Flexible timing
Monday to Friday
No travel
Day Shift
ClearTax Benefits
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Health Insurance Work From Home Job Training Soft Skill Training
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ClearTax Bangalore / Bengaluru Office Location
Bengaluru/Bangalore, Karnataka Office
Headquarter
AMR Tech Park, Bommanahalli, Bangalore, Karnataka 560102, IN
Bengaluru/Bangalore, Karnataka
560102
560102
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