Assistant Manager Operations

Job Summary / Overview
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• Should possess strong client management skills.
• Ability to manage pressure while meeting the client deadlines and internal stakeholders
• Ability to comprehend and respond to client requirements in timely fashion.
• Able to manage Team Absenteeism and should have high negotiation skills to manage leaves
• Should be able to manage Employee Retention as per the Standards of the organization.

Key Responsibilities and Accountabilities
• Manage Day-To-Day Activities of The Team and Ensure Compliance to Procedures and Policy
Guidelines
• Encourage And Motivate Team to Meet Organizational Goals and Client Deliverables
• Develop Team Skill Sets and Manage Personal Development Goals for The Team
• Proactively Updates on New Procedure
• Responsible For Staff Retention Within the Team
• Presents Detailed Information and Responds to Questions from Managers, Clients and
Customers
• Responsible For Maintaining Discipline / Absenteeism of Team on The Floor
• Responsible For Feedback and Coaching
• Good MS Office Knowledge
• Work Closely with The Teams to Achieve Qualitative Targets Specified by The Client
• Will Be Responsible for Hourly & Daily Performance
• Will Be Responsible for Client Communication for His Process
• Need To Ensure Low Performers Are Motivated, To Get the Required Revenue from Them
• Ensure Prompt & Accurate Service & Achievement of Target
• To Identify Training/Coaching Needs of Team Members and Provide the Same to The
Manager
• Should Have Good Knowledge of MS Excel • Good Communication Skills
• Team Handling Skills

Education and Specific Training
• Qualification Graduate or above

Work Experience
• Experience Min 5 to 7 Years work experience in BPO with US Insurance exposure will
be added advantage / ITeS industry is preferred.

Required Skills
Technical Competence
• Proven work experience as a team leader or supervisor – added advantage.
• Banking / Insurance experience is must.
• In-depth knowledge of performance metrics
• Organizational and time-management skills
• Decision-making skills • Should be a Graduate
• Good PC skills, especially MS Excel
• Excellent communication and leadership skills Core Competencies
• Customer Service
• Good analytical skills
• Must be very good with data representation.
• Must be very good with MS Excel
• Time Management • Ability to multi-task
• Service hours– 24*7, Rotational Shifts & Week Offs