ManagerConfidential • Navi Mumbai
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Manager
Confidential • Navi Mumbai
30+ days ago
Job descriptionEnsuring Process Adherence : AMs ensure that company policies, procedures, and standards are followed, and that operations are running efficiently. Monitoring KPIs : They monitor key performance indicators (KPIs) such as call volume, response times, and customer satisfaction, and develop strategies to meet and exceed targets. Process Improvement : AMs identify areas for improvement and implement process improvements to enhance efficiency and customer satisfaction. Data Analysis & Reporting : They analyze call center data and prepare reports on performance metrics, identifying trends and areas for improvement. Resource Allocation : AMs plan and allocate resources effectively to meet operational demands.
Role & responsibilities
- Supervising and Motivating Teams : AMs lead and motivate teams of customer service representatives or other operational staff, fostering a positive and productive work environment.
- Performance Management : They conduct performance evaluations, provide regular feedback, and coach team members to improve skills and performance.
- Addressing Employee Issues : AMs resolve employee issues and grievances in a timely and professional manner.
- Training & Development : They conduct training sessions to enhance team skills and knowledge, and may assist in recruitment and onboarding
Operational Execution & Monitoring :
Skills Required
Bpo Operations
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Manager • Navi Mumbai
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