Assistant Manager-Operations-Voice Process

JOB CONTENT:

Key Responsibilities:

Manage the team, which include the below responsibilities:

Allocate tasks and set targets to ensure 100% utilization of the team. Organize team meetings for various updates. Identify training needs. Provide training for new hires o Provide floor support to answer queries and ensure quality standards are maintained o Handle grievances raised within the team. Manage Performance of the team ▪ Provide periodic performance feedback in one on one meetings ▪ Conduct Performance Appraisals ▪ PBP allocation for constant low performers • Interact with clients to answer and close any queries raised • Maintain the MOMs (Memorandum of the Meetings) for client meetings and communicate the same to management and clients • Regularly create and send the below reports to clients or the supervisor. Individual Performance Report o Order Count Report .Productivity Efficiency Report. Shift wise Completion Report. Weekly Reports.Critical Error Analysis and Other reports as requested • Manage and update the SOP(Standard Operating Procedures) documents as required • Adhere to the productivity, quality and timelines standards defined to ensure Service Level Agreements (SLAs) are met for the team.

JOB SKILLS:

Excellent written and verbal communication skills
Skilled in customer service, problem solving
Ability to effectively meet customer needs and taking responsibility for customer satisfaction

Flexible to work in shifts (night shift)

Flexible to work from office

Any graduate

US Inbound voice process

Customer Support BPO Voice is Mandatory

Immediate or 30 Days Notice Preferred

Interested candidates please share your resume to goutam.das@fnf.com