About this role
Role/Responsibility
• Manage teams and ensure quality and productivity targets are met • Develop strategies on the floor for reducing attrition and improving employee satisfaction
Team Management:
• Lead and manage a team of agents. • Monitor and evaluate agent performance, providing coaching and feedback. • Set clear team goals and Key Performance Indicators (KPIs). • Conduct regular team meetings and create an open communication environment.
Performance Monitoring:
• Track and report on team performance metrics. • Identify training needs and provide necessary coaching. • Recognize and reward high performance.
Customer Service:
• Ensure all calls are handled professionally and in accordance with company guidelines. • Address and resolve customer complaints and issues promptly. • Maintain up-to-date knowledge of products and services.
Operational Duties:
• Manage the flow of inbound and/or outbound calls. • Prepare and deliver performance reports to upper management. • Participate in the recruitment and hiring process of new agents. • Implement strategies to improve quality and productivity.
Training and Development:
• Train and onboard new team members. • Ensure all team members understand and follow company policies and procedures. • Organize team-building activities to foster a positive work environment.
Process/Functional level data collation and reporting to Internal and External clients.
• Preparation, submission and presentation of various reports for the processes on agreed service level metrics with client. • Regular maintenance of functional MIS and prepare performance analysis. • Analyzing data and deriving meaningful results for the use of management in decision-making. • Ensure accurate, timely and efficient reporting of Weekly, Monthly and Quarterly reports. • Ensure compliance to client and organizational policies and procedures in respect of reporting. • Maintain and develop the processes to ensure optimum automation of reports. • Liaison effectively with leadership team, proving to be an effective and dependable support mechanism. • Regular audit of reports from operations, preparation of audit reports and highlighting the procedures not being followed. • Should show sufficient flexibility and urgency to handle pressure in a cross-cultural environment.
Overall 2 years of work experience in Business Process Off-shoring Team Leader/Assistant Manager .
Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.