Management Trainee - Customer Service

Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and challenges for the project
Ensure Adherence to daily SLA s
Leading, developing, and motivating Team Leaders/Front Line Manager s to encourage agents to deliver best-in-class service across all stages of the customer journey
Anticipate and plan for new business. Device strategies to ensure the growth of program along with identifying and implementing process improvement that will maximize output and minimize cost
Developing strong working relationships with key internal and external stakeholders to achieve business objectives
Review financial information and adjust operational budgets to promote profitability
Manage Hiring and ensuring that the process always has appropriate levels of skilled resource
Monitor Quality metrics, provide insights & analysis and offer recommendations to the QA team
Create weekly/monthly review decks which covers executive summary, Highlights, Lowlights, RCA and effective action plans and present the same to the client and internal leadership
Qualifications we seek in you
Minimum Qualifications/ Skills
Any Graduate
Managing the UPI or online payment apps
BPO Back office operations or handling tickets
Stakeholder management
Excellent Analytical & Communication skills
Self-motivated and execution-oriented
Ability to work on Multi Tasks and should be flexible
Team worker and should have people/peer management experience
Customer Management exposure and good presentation skills are a must
Ability to work & communicate with people across the organizational unit
Good interpersonal & Management skills
Preferred Qualifications/ Skills
MS-Office skill (Advance Excel)
Project management experience
Relevant experience in a BPO/KPO