Assistant Manager- Voice process- Telecom

Role & responsibilities

• Prepares performance reports by collecting, analyzing, and summarizing data and trends
• Ensure Critical Performance Metrics are met consistently
• Lead client/vendor reviews/calibrations
• Revert to client/vendor queries on routine issues
• Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely
• Manage multiple teams
• Perform audits and quality checks on Team Leads & Floor Supports
• Provide feedback to the Team Leads & Floor Supports periodically on their performance
• Perform Training Need Identification for teams
• Perform Bottom Quartile Management

Preferred candidate profile

Overall experience of 4+ years and should be a graduate or post graduate in any specialisation