Assistant Manager - Customer Service

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Inviting applications for the role of Assistant Manager, Customer Service - FLM
The Team Leader, Operations is responsible for the day-to-day supervision of a group of BPO associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
Responsibilities
Responsible for the day-to-day supervision of a group of BPO associates including work and attendance monitoring in accordance with the organization policy as well as applicable Client & legal requirements
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
Identify performance related issues, develop action plans for improvement & implement corrective actions as required.
Ensure service delivered to our customers meets contractual Key Performance Indicator ( KPIs ) and financial expectations
Communicate expectations to employees and provide timely updates
Provide subject matter expertise in handling escalated customer calls as needed
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
Stay current on internal work processes, policies and procedures. Attend required manager development trainings
Promote the Genpact values through both behavior and attitude, including being an advocate for team members.
Qualifications we seek in you
Minimum Qualifications/ Skills
Any graduate
Strong attention to detail
Basic Knowledge of Operating System, mobile technology, Software, Hardware & MS office.
Highly motivated individual with skills to develop and coach team members to achieve performance expectations
Work well under pressure and follow through on items to completion
Strong communication skills, both written and verbal
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
Ability to mentor, coach and provide direction to a team of employees
Preferred Qualifications/ Skills
OEM experience, Hardware & troubleshooting experience, Semi Tech process experience.
Previous experience in a customer service role chat/voice
Problem solving skills with customer centric approach

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