Assistant Manager- Operations
Staffing Bench HR SolutionsDelhi, India13 hours ago
Job descriptionAdvanced problem-solving skills to handle complex customer issues and operational challenges. Ability to analyse performance data and identify trends or areas for improvement. Strong focus on customer service and the ability to lead the team in delivering exceptional service. Effective time management skills to handle multiple tasks and responsibilities efficiently. Familiarity with banking systems, CRM software, and contact centre technologies. Manage shift schedules and handle requests for time off to ensure adequate coverage. Foster a positive team environment and motivate team members to achieve high performance. Monitor and evaluate calls, emails, and chat interactions to ensure adherence to quality standards Provide constructive feedback to team members, addressing areas for improvement and Track key performance indicators (KPIs) such as average handle time, first call resolution, and Identify training needs and coordinate additional training sessions to enhance team skills and Support the professional development of team members by identifying strengths and areas for Handle escalated customer issues that require advanced problem-solving and intervention. Implement strategies to enhance customer service quality and address common service issues or Promote and enforce best practices in customer service to improve overall team performance. Ensure clear and effective communication within the team and between the team and other Prepare and present reports on team performance, customer feedback, and operational issues to Address any operational or team-related challenges promptly and effectively. Ensure that the team adheres to banking regulations, compliance requirements, and internal Identify potential risks or issues in processes and work to mitigate them
Skills : - Minimum 3+ years of Team Handling experience at Banking or BFSI contact centre.
- Strong leadership abilities to guide, inspire, and manage a diverse team effectively.
- Excellent verbal and written communication skills to interact with team members, customers, and
management.
Job role : - Oversee daily operations of the team, ensuring that performance standards and targets
are met.
and banking policies.
recognizing accomplishments.
customer satisfaction scores etc.
knowledge.
growth.
complaints.
departments.
management.
policies.
Graduation is Mandatory
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Operation Manager • Delhi, India
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