Assistant Manager - Operations

To manage the day to day operations effectively.

Key responsibilities and accountabilities: for handling the day to day activities for team for performance of team members, ensure individual targets metAnswer calls and escalations in the capacity of a manager and provide accurate resolution to the customers/clientMonitor, record, analyze and report on activities, trends, results and recommendations relating to team performance.

Ensure all client SLAs are managed well and met.

Meet internal targets for Attendance and AttritionPeople connects - ensure ESATCommunicate with client as required, through written, verbal communication and ensure resolution to customer queries.

Use personal judgment and initiative to develop effective and constructive solution to challenges.

Attend training and to develop relevant knowledge and skills.

Develop self, and maintain knowledge in relevant field at all timesSpecial Role Requirements:Ability to communicate effectively and motivate team membersExcellent people management skillsShould possess excellent decision-making skills.

Must be an excellent face-to-face and telephone communicatorSelf-driven, results-oriented with a positive outlook, and a clear focus on high quality delivery.

A natural forward planner who critically assesses own performance.

Mature, credible, and comfortable in dealing stringent targets and timelines.

Empathic communicator, able to see things from the other persons point of view.

Sufficiently flexible to work in 24x7 work environment.

Able to work extended hours on occasions when required.

Keen for new experience, responsibility and accountability.

Able to get on with others and be a team-player.

Computer skills:Must be adept in use of MS Office particularly Excel and Word, and email