Assistant Manager Ops. Full-Time



Hyderabad, Telangana (2)

Essential Duties and Responsibilities:

 Managing Day to Day Operations for Contact Center  Ensure operation is carried on in an appropriate and cost-effective way  Improve operational management systems, processes and best practices  Preparing/updating reports. Presenting it to the management  Help the organization s processes remain compliant  Manage forecasts, shrinkage and attrition  Perform quality controls and monitor production KPIs  Recruit, train and supervise staff  Find ways to increase quality of customer service  Brief team on any changes implemented in process  Allocate task to team members on daily/weekly basis  KPI Management and People Management  Engaging with staff and ensure high motivated workforce  Ensuring Data Security and Compliance to company guidelines  Client /Customer Relationship Management  Addressing day to day Escalation  MIS Management, Bottom Quartile Management  Look for Opportunities on Business Improvement  Employee Engagement Activities  Appraisal using bell curve.

Role Specific Skills
  • Active Listening
  • Clerical
  • Computers and Electronics
  • Critical Thinking
  • Customer and Personal Service
  • Deductive Reasoning
  • English Language
  • Inductive Reasoning
  • Information Ordering
  • Near Vision
  • Oral Comprehension
  • Oral Expression
  • Persuasion
  • Problem Sensitivity
  • Reading Comprehension
  • Service Orientation
  • Speaking
  • Speech Clarity
  • Speech Recognition
  • Written Comprehension
  • Written Expression

Any Graduate

Essential Skills:  Proven work experience in team management and customer service.  Should have experience in creating Reports using Excel, Pivot table, graphs etc  Preparing Presentation  Experience in forecasting  Familiarity with business and financial principles  Excellent communication skills  Should have experience in managing people.  Outstanding interpersonal skills Education & Experience:  Minimum Graduate

 Fresher's  or  2+ years of experience in call center industry along with 2 years of people management.