299 Inbound Voice Process Jobs in Navi Mumbai

Job Title: Assistant Manager (AM) Inbound Customer Service BPO Operations

Location: Turbhe Navi Mumbai

Reports to: Operations Manager

Job Summary: The Assistant Manager for Inbound Customer service BPO Operations will oversee and manage a team within the business process outsourcing (BPO) environment, ensuring smooth day-to-day operations. They will be responsible for process optimization, meeting KPIs, handling client interactions, and supporting operational excellence across multiple projects.

Key Responsibilities:

1. Team Management:
• Supervise a team of agents to ensure productivity, quality, and efficiency.
• Provide guidance, coaching, and mentoring to team members.
• Conduct performance reviews and provide feedback for continuous improvement.
• Manage scheduling, attendance, and team workload distribution.
2. Process Improvement:
• Analyze processes and identify areas for improvement.
• Implement and support continuous improvement initiatives within the team.
• Monitor adherence to best practices and standardized operating procedures.
• Recommend and implement process changes to improve service delivery and customer satisfaction.
3. Client Relationship Management:
• Act as the primary point of contact for clients regarding operational matters.
• Address client concerns and resolve issues in a timely manner.
• Prepare and present reports on operational performance and key metrics to clients.
• Maintain and enhance customer relationships through proactive communication.
4. Performance Monitoring and Reporting:
• Monitor daily performance metrics (e.g., SLA adherence, FCR, CSAT).
• Conduct root-cause analysis of performance gaps and implement corrective actions.
• Generate regular reports on operational performance and analyze trends.
• Ensure teams meet quality standards and target metrics consistently.
5. Compliance and Risk Management:
• Ensure compliance with company policies, procedures, and quality standards.
• Identify potential risks and develop mitigation strategies.
• Manage and resolve escalations to ensure timely resolution.
6. Training & Development:
• Assist in the training and development of new hires and existing team members.
• Ensure all team members are equipped with the necessary tools and knowledge.
• Track training effectiveness and suggest further improvements.

Qualifications:

• Education: Bachelor's degree in Business Administration, Management, or a related field.
• Experience:
• 3+ years of experience in BPO operations, with at least 1-2 years in a leadership or assistant manager role.
• Experience managing teams and driving operational efficiency in a BPO setting.
• Skills:
• Strong leadership, communication, and interpersonal skills.
• Analytical mindset with the ability to solve problems and drive improvements.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Knowledge of BPO operations and key performance indicators (KPIs).
• Proficiency in MS Office and BPO-related software/tools (e.g., CRM systems).

Preferred:

• Experience in client-facing roles and managing client relationships.
• Knowledge of specific BPO domains (e.g., customer service, technical support, back-office operations).
• Understanding of workforce management tools and techniques.

Working Conditions:

• [Shift timings, 8 am to 8PM Rotational]
• [Work from home/office arrangements]

Compensation:

• Competitive salary based on experience and qualifications.
• [Other benefits like health insurance, performance bonuses, etc.]