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Manager

ConfidentialNavi Mumbai

11 days ago

Job description

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 :

Ensuring 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.

Skills Required

Bpo Operations

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Manager • Navi Mumbai