Assistant Manager - Operations

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Assistant Manager - Operations
Mattsenkumar Services
3.6(401 Reviews)
774 applicants
Posted 30+d ago
Job detailsAbout companyReviewsBenefitsSalaries

6 - 11 Years

1 Vacancy

Not disclosed

Jaipur
Key skills
OutboundCommunication SkillsCustomer ServiceCall Center OperationsBack OfficeAccount ManagementE - CommerceNew BusinessShrinkageInbound
Job description
What you’ll do
Serve as the lead point of contact for all customer account management matters for an Inbound Customer Service Process
Build and maintain a strong, long-lasting client relationship
Ensure timely and successful delivery of our solutions according to customer needs and objectives
Handle a team of up to 50 to 60 resources along with 1 to 3 Team Leaders working in the Inbound Customer Service process and Outbound lead nurturing
Manage key inbound metrics of the team such as Resource staffing, Staff/Login hours, AHT, Abandon Rate, Wrap Time, Queue management
Handle and forecast staffing requirements and manage shrinkage and attrition
Real-time data monitoring
Clearly, communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
Derive key insights from various data points
Develop new business with existing clients
Forecast and track key account metrics
Prepare reports on account status and key project success metrics
Undertake various measures to ensure data security
Assist with challenging client requests or issue escalations as needed
Extract dialer reports and manage dialer functionality
Handle and resolve IT-related challenges (i.e. downtime)
Ensuring staff members are achieving desired service levels and take corrective action, as needed