Assistant Manager operation
Published date: 2024/01/10
- Location: Noida, Uttar Pradesh, India
• Leading team members includes Team Leads of call centers and Backend team.
• Coordinating with Line Managers, Team Leads to provide them with the feedback related to the Process Performance, Training Initiatives.
• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
• Mapping TRAI requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the TRAI. Analyzing & driving the contractual Business KPIs on a daily basis.
• Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics and reports) and recommend solutions; ensure maintenance of processes and procedures to facilitate the same.
• Highly involved in Quality Assurance and Process Improvement activities to always make sure the delivery within SLA. Involved in quality checks, internal / external audit and calibrations with service excellence team to fix the process gaps.
• Scheduling refresher training based on TNI (Training needs identifications).
• Involved in quality checks, internal / external audit and calibrations with PTB department. (Professional Telephonic Behavior).
• Conducting & maintaining documented Feedback, Coaching & Counseling.
• Ensure work ethics are followed & also conducting Activities for Team Motivation.
Coordinating with Technology and other support functions to ensure smooth functioning
• Coordinating with Line Managers, Team Leads to provide them with the feedback related to the Process Performance, Training Initiatives.
• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
• Mapping TRAI requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the TRAI. Analyzing & driving the contractual Business KPIs on a daily basis.
• Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics and reports) and recommend solutions; ensure maintenance of processes and procedures to facilitate the same.
• Highly involved in Quality Assurance and Process Improvement activities to always make sure the delivery within SLA. Involved in quality checks, internal / external audit and calibrations with service excellence team to fix the process gaps.
• Scheduling refresher training based on TNI (Training needs identifications).
• Involved in quality checks, internal / external audit and calibrations with PTB department. (Professional Telephonic Behavior).
• Conducting & maintaining documented Feedback, Coaching & Counseling.
• Ensure work ethics are followed & also conducting Activities for Team Motivation.
Coordinating with Technology and other support functions to ensure smooth functioning
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