Assistant Manager.

Role

Bpo / Telecaller

Sub Role

Assistant Manager

Description

1) Should have Managed a Team of min 20 agents
2) Identifying & fulfilling day to day operational requirements for the team
3) Identify automation opportunities to enhance Front Line Resolution
4) Identify opportunities for process correction / improvements
5) Expected to do various Operational analysis

Roles and Responsibilities:-

Should (CSG KPI) ensure Back CSG KPI and SLA are met -Agent productivity ,Quality of closure audits score-CSAT Resolution-Repeats-TATs-Appeal and Escalation reduction
Should Handle Day to day escalation from customers -Support agents to achieve KPIs - Support Vodafone Team to launch New product and Services
Should Initiate & implement Process corrections with corp process team & Support Operational Improvement Projects initiated by Client
Should have Team management skills and maintain good rapport with Various Stakeholders @ client (Circle & Corp)
Technical Skills :

Job Details