Associate Manager Ops

Educational Qualification required for the position.

• Any Graduate

Functional Competencies and skill sets required for the position

• Should possess experience in to international Voice / Chat process, from Telecom Background.
• Experience in managing ISP Operations with relevant domain knowledge
• Good command over spoken and written English
• Candidate should be ready to work in a 24
• 7 environment
• Should have a flair for Customer Service, Technical, Billing & Sales
• Persuasive Speaking Skills- Able to understand customer's needs and to add value to client by selling aggregated values
• Highly energetic and self-motivated- Able to keep himself with a positive attitude despite customer's objections
• Customer Focus- Taking action to exceed Customer expectations. This includes asking accurate questions, identify customer needs, summarize the steps to be taken, and following up to ensure the Customer was satisfied with the results based on client's individual needs
• Multi-Tasking- Accurately & efficiently performing multiple responsibilities & frequently moving from one activity to another without losing focus & without impacting client satisfaction efficiently
• Ownership- Taking responsibility for one's own actions and holding others accountable for theirs; assuming responsibility for a job well done; being dependable, hardworking and focused on doing whatever is necessary to get the job done; demonstrating a commitment and pride in one's own work
• Positive Attitude- Viewing the world in a positive and optimistic manner
• Problem Solving- Being able to resolve problems that involve people, things, and processes requiring general logic and common sense. This may include gathering relevant information, considering alternatives, and drawing logical conclusions based on facts
• Processing Speed- Quickly interpreting and then responding to information. This includes quickly understanding the meaning of information and then providing an appropriate response
• Quality Focus- Paying attention to and being able to identify small differences, mistakes or defects. This also involves being able to know when something is wrong or is likely to go wrong

Experience :

Minimum 8 – 12 Years in the BPO Industry

At least 2 years experience as an AM

Skills :

Telecom Domain, US Process, International Voice Process, Team Handling, Shrinkage, Attrition, SLA management, CSAT, AHT, KPI, KRA, Conflict Management, Concurrency

Skills Required

International Voice Process, Team Handling, Us Process, KPI, Telecom Domain, shrinkage , Sla Management, Kra, CSAT, Attrition, AHT