Assistant Manager - Call Center

Description

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 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  6+ years of experience in call center industry along with 2 years of people managemen