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(3 Days Left) Assistant Manager- Operations

(3 Days Left) Assistant Manager- Operations

Staffing Bench HR SolutionsIndia
13 hours ago
Job description

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.

  • Advanced 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.
  • Job role : - Oversee daily operations of the team, ensuring that performance standards and targets

    are met.

  • 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
  • and banking policies.

  • Provide constructive feedback to team members, addressing areas for improvement and
  • recognizing accomplishments.

  • Track key performance indicators (KPIs) such as average handle time, first call resolution, and
  • customer satisfaction scores etc.

  • Identify training needs and coordinate additional training sessions to enhance team skills and
  • knowledge.

  • Support the professional development of team members by identifying strengths and areas for
  • growth.

  • Handle escalated customer issues that require advanced problem-solving and intervention.
  • Implement strategies to enhance customer service quality and address common service issues or
  • complaints.

  • 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
  • departments.

  • Prepare and present reports on team performance, customer feedback, and operational issues to
  • management.

  • Address any operational or team-related challenges promptly and effectively.
  • Ensure that the team adheres to banking regulations, compliance requirements, and internal
  • policies.

  • Identify potential risks or issues in processes and work to mitigate them
  • Graduation is Mandatory

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