POSITION: Assistant Manager

LOCATION: Pune     

CRITERIA:  Graduate

Voice Experience mandatory

US SHIFT Role

 ROLES & RESPONSIBLITIES: 
Manage the Calls, Chats and Email operations with the desired efficiency and effectiveness.
 Ensure relevant processes are followed on the operational floor.
 Manage day-to-day planning, thus ensuring that the teams consistently deliver the
agreed SLAs.
 Liaise with Business Planning & MI team where required for resource planning and
optimum utilization.
 Manage and optimize workflows (pipeline and individual work queues)
 Participate in regular calls with the client to understand expectations, seek feedback to
resolve escalations and improve process performance.
 Identify, facilitate and implement process improvement initiatives to improve
efficiency and Quality.
 Execute any relevant business transformation activities within the team.
 Coordinate with the Training manager and L&D team to conduct Training needs
analysis and improve team competency and skills.
 Report on team performance, customer/client feedback and all daily operational
activities.
 Liaise, coordinate and manage relationships with other departments and onshore
teams.
 Monitor and manage leaves, attendance, breaks, attrition and other metrics for the
team.
 Co-ordinate with internal support functions to help resolve issues for the team.
 Participate in the recruitment process of new advisors.
 Implement the rewards and recognition program to motivate the team to perform
better.
 Conduct regular performance appraisals and feedback sessions for Advisors and
Process Leaders

KEY RESULT AREA:
 Service delivery by the team within the agreed SLA frameworks.
 Ensure adherence to Standard Operating Principles
 Team attrition and other metrics to meet/exceed targets.
 On-time and accurate reporting and sharing of process health
 Execution of business transformation activities within the team
 Process improvements, new business projects and other initiatives.