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Associate Manager - Ops

Associate Manager - Ops

ConfidentialPune
18 days ago
Job description

Job Title : Associate Manager - Ops

Location : Pune

Experience :

  • Minimum 8+ years in the BPO industry.
  • At least 2 years as an Associate Manager.
  • Skills :
  • Telecom Domain, US Process, International Voice Process, Team Handling, Shrinkage, Attrition, SLA Management, CSAT, AHT, KPI, KRA, Conflict Management, Concurrency.

Job Description :

Key Responsibilities :

  • Motivate, develop, and mentor team members in a dynamically changing environment.
  • Monitor daily productivity to meet defined Service Level Standards.
  • Conduct regular compliance audits based on client requirements.
  • Coach and support Team Leads in operational and people management.
  • Oversee HR-related issues and staff development.
  • Analyze and generate performance reports for processes and teams.
  • Develop continuous learning processes for team enhancement.
  • Assist the Operations Head with supervisory functions.
  • Ensure adherence to process deliverables (SLAs).
  • Audit transactions and provide feedback to team leads.
  • Supervise and support team members to maintain quality service standards.
  • Collaborate with Team Leaders to manage individual and team performance, and draw actionable improvement plans.
  • Educational Qualifications :
  • Any graduate.
  • Functional Competencies :

  • Experience in International Voice / Chat processes, preferably in the Telecom domain.
  • Knowledge in ISP operations.
  • Proficiency in spoken and written English.
  • Ability to work in a 24x7 environment.
  • Customer service expertise, including technical, billing, and sales.
  • Strong persuasive speaking and problem-solving skills.
  • Energetic, self-motivated, and focused on customer satisfaction.
  • Ownership and accountability for deliverables.
  • Ability to handle multiple responsibilities efficiently.
  • Positive attitude and quality-focused approach.
  • Skills Required

    KPI, Telecom Domain, CSAT

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    Associate Manager • Pune

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