Assistant Manager Operations

OUTBOUND SALES (Banking Experience mandatory) !!

Roles and responsibilities:

• Manage Day-To-Day Activities Of The Team And Ensure Compliance To Procedures And Policy Guidelines
• CSAT, NPS, Attrition, Shrinkage, Performance Management- Top Quartile, Bottom Quartile Management
• Encourage And Motivate Team To Meet Organizational Goals
• Develop Team Skill Sets And Manage Personal Development Goals For The Team
• Proactively Updates On New Procedure
• Responsible For Staff Retention Within The Team
• Presents Detailed Information And Responds To Questions From Managers, Clients And Customers
• Responsible For Maintaining Discipline / Absenteeism Of Team On The Floor
• Responsible For Feedback And Coaching
• Good MS Office Knowledge
• Work Closely With The Teams To Achieve Qualitative Targets Specified By The Client
• Will Be Responsible For Hourly & Daily Performance
• Will Be Responsible For Client Communication For His Process
• Need To Ensure Low Performers Are Motivated, To Get The Required Revenue From Them
• Ensure Prompt & Accurate Service & Achievement Of Target
• To Identify Training/Coaching Needs Of Team Members And Provide The Same To The Manager
• Should Have Good Knowledge Of MS Excel
• Good Communication Skills
• Team Handling Skills

Key Skills :

• Email queue Knowledge
• Good analytical skills
• Time Management
• Ability to multitask
• Ability to work well in and promote a team environment
• Knowledge of NPS
• People management skills
• Flexible to adapt new workflows
• Excellent communication and comprehension skills are required

Preferred Skills:

• Strong communication skills in English

Critical Competencies:

• Customer Service
• Good analytical skills
• Must be very good with data representation
• Must be very good with MS Excel
• Time Management
• Ability to multi-task

Skills Required
Ms Office, Time Management, People Management Skills, Analytical Skills, Ms Excel