Assistant Manager - Operations - Andromeda - Mumbai

Designation:

Assistant Manager - Operations

Location:

Mumbai

                                                                                

Qualification:

Graduates

Post graduate preferred

CTC:

2.40 lacs per annum

No. Of Years of Work Experience:

3 – 5  years of experience

No. Of Vacancies:

1 (One) 

JobProfile:

To ensure desired customer delight by providing satisfactory response to customer interaction.

• To achieve desired contact center business plan results for revenue & costs.
• Manage Customer Interactions through Inbound & out bound voice contact through his/her team for the various services.
• Identify steps in work processes.
• Identify improvement opportunities.
• Test improvement opportunities.
• Fully implement improvements with best results.
• Constantly monitor & review performance metrics for achievement of objective.
• Contribute inputs towards sales & marketing plans.
• To track & ensure closure of complaints.
• To effectively manage Contact Center operations for constant performance achievements.
• Identify relevant training needs of agents and Team Leaders & ensure effective implementation.
• Effectively manage shift operations.
• Prepare work/manpower schedules.
• Prepare contingency plans.
• Interface with IT/HR/ Training/Quality.
• Collate data & generate MIS report.
• Recruit, train & retain team in conjunction with HR for optimum performance.
• Mentor and develop the team.

Desired Candidate Profile:

1. The incumbent should have experience in the field of customer service for an outbound Insurance sales process with at least 2 years in the middle management capacity in a Domestic BPO.
2. Should be fluent in English, Hindi
3. Good Communication skills.
4. Should be confident, Aggressive & Enthusiastic
5. Ability to lead and motivate team

Industry:

Domestic BPO

Reporting To:

As per the Hierarchy

Open to Relocation:

NO (Localities ONLY)