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352 Teleperformance Jobs

Assistant Manager

1-2 years

₹ 5.5 - 7.5L/yr

Mumbai

1 vacancy

Assistant Manager

Teleperformance

posted 13hr ago

Job Description

Job Summary:

  • To organize and direct the resources of a Back office wider team/crew to ensure a high-quality, cost-effective account servicing facility is provided to all customers. To ensure that care and support is given to all colleagues and customers.

FUNCTIONAL/ OPERATIONAL:

  • Plan and control all available resources to ensure achievement of agreed service standards; facilitate continuous improvement and to maintain costs within agreed budgets.
  • Manage, motivate, develop counsel, and appraise direct reports ensuring that their individual and collective performance and that of their teams meets the current and planned future needs of the business.
  • Monitor the quality of service provided by the back-office team to ensure achievement of agreed service standards; regularly reviewing customer satisfaction and recommending / undertaking appropriate action to continually improve performance including regular coaching for TMs and advisers providing feedback and support.
  • Monitor and manage operational performance, taking / initiating appropriate action to ensure continued achievement of agreed service standards, productivity, and availability; taking personal control where required in cases of severe disruption, e.g. system breakdown or major difficulty.
  • Manage and resolution of major systems problems / IT faults / crises including the coordination of support from other parties until all issues have been satisfactorily resolved and service has been fully restored in a timely manner and with minimal customer impact.
  • Contribute to the formulation of ideas and plans to enhance the overall provision / reliability of service identifying, recommending and initiating changes to systems / procedures to facilitate continuous improvement.
  • To lead and set an example of the Groups Values day to day and in all interactions, promoting this behaviour and supporting TMs.
  • To carry out regular check ins with TMs, observations to support and validate feedback ensuring change is implemented and embedded. Support TMs with wellness support and absence management including HR procedures.

General Security:

  • Adhering to Information Security Policies and Procedures of TP.
  • Ensuring compliance to Information Security Policies and Procedures
  • Understand and Comply with Information Security Policies.

Specific security responsibility:

  • Understand and Comply with Information Security Policies and Procedures and report all security incidents
  • Protect information entrusted to you.
  • Follow the information labelling and handling procedures based on the classification level of the asset
  • Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy
  • Comply with the Non-Disclosure Agreement.

Competencies and Specific Skills

  • Efficiency of planning
  • Efficiency of crisis management / co-ordination
  • Has a lead role and works well alone and as part of a team
  • Achievement of agreed service standards
  • Customer satisfaction. Measured through NPS and VOYC
  • Motivation and efficiency of team
  • Contribution to and efficiency of planning
  • Effective resolution of difficult issues and problems
  • Accuracy and volume of personal and teams work
  • Quality of staff management and development
  • Quality and success of continuous improvement initiatives

Key Capabilities:

  • Customer excellence
  • Care and excellence
  • Supports with development
  • Communication and impact
  • Managing relationships
  • Decision making
  • Coaching and feedback
  • Delivering change and improvements
  • Delivering results.

Kindly share your updated CV along with your application.


at shamina.sayyed@teleperformancedibs.com


Employment Type: Full Time, Permanent

Read full job description

Teleperformance Interview Questions & Tips

Prepare for Teleperformance Assistant Manager roles with real interview advice

What people at Teleperformance are saying

3.5
 Rating based on 390 Assistant Manager reviews

Likes

Teleperformance is a company that truly cares about its people . The management is approachable and receptive to feedback , and they make a concerted effort to address any concern or issues promptly

  • Salary - Excellent
  • +6 more
Dislikes

No any Cons from my side

Read 390 Assistant Manager reviews

Assistant Manager salary at Teleperformance

reported by 1.7k employees with 2-15 years exp.
₹3 L/yr - ₹11.7 L/yr
16% less than the average Assistant Manager Salary in India
View more details

What Teleperformance employees are saying about work life

based on 29.7k employees
52%
38%
58%
81%
Flexible timing
Rotational Shift
No travel
Day Shift
View more insights

Teleperformance Benefits

Cafeteria
Job Training
Soft Skill Training
Free Transport
Work From Home
Health Insurance +6 more
View more benefits

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