Assistant Manager - Operations - BPO (5-16 yrs)

Profile: Assistant Manager Operations

Senior Role (Open for Multiple Location Across India)

JOB PROFILE

Job Title - Assistant manager

Job Description

- Team Supervision: Supervise and support the customer support team members, ensuring they adhere to company policies and provide excellent service to customers.

- Issue Resolution: Handle escalated customer inquiries and complaints that require managerial intervention. Resolve complex issues to ensure customer retention and satisfaction.

- Metrics Tracking: Track key performance indicators (KPIs) such as average response time, first-contact resolution rate, customer satisfaction score (CSAT), and others. Use data insights to improve team performance.

- Process Improvement: Collaborate with the Customer Support Manager to identify inefficiencies and bottlenecks in the support processes. Propose and implement solutions to enhance operational efficiency and customer experience.

- Reporting: Prepare regular reports on team performance, customer feedback, and trends. Present these reports to the management team to inform decision-making and strategy.

- Customer Feedback Analysis: Analyze customer feedback, reviews, and surveys to identify recurring issues and opportunities for improvement. Use this information to develop action plans and training initiatives.

- Cross-Department Collaboration: Collaborate with other departments, such as Product Development and Marketing, to communicate customer feedback and advocate for customer-centric improvements Quality Improvements

- Empowerment and Autonomy: Empower team members to make decisions independently when appropriate, allowing for quicker issue resolution and improved customer satisfaction.

- Customer Feedback Loop: Establish a systematic process for collecting, analyzing, and acting upon customer feedback to continuously improve service quality.

- Standard Operating Procedures (SOPs): Develop and update comprehensive SOPs to ensure consistency in customer interactions and resolutions.

Job Requirements

- Prior experience in customer support or a related field, with at least 2-3 years of supervisory or management experience.

- Communication Skills: Exceptional verbal and written communication skills, with the ability to articulate complex ideas clearly and empathize with customers.

- Problem-Solving: Strong analytical and problem-solving skills to address customer concerns effectively.

- Leadership: Demonstrated leadership abilities, with a focus on motivating and developing team members.

- Customer-Centric: A deep commitment to delivering exceptional customer experiences and ensuring customer satisfaction.

- Adaptability: Ability to thrive in a fast-paced environment, adapt to changing priorities, and handle multiple tasks simultaneously.

- Tech-Savvy: Familiarity with customer support software, CRM systems, and other relevant tools.

- Collaboration: A team player who can collaborate effectively with cross-functional teams to achieve common goals.

- Conflict Resolution: Effective conflict resolution skills to handle difficult customer situations and team disputes professionally.

- Metrics-Driven: Comfortable working with data and using metrics to drive decision-making and process improvements.