Assistant Manager-Back-End / Blended / Customer Service-Email + Chat + Voice

ROLES & RESPONSIBLITIES:

 Manage the Calls ,Chats and Email operations with the desired efficiency and effectiveness
 Ensure relevant processes are followed on the operational floor
 Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs
 Liaise with Business Planning & MI team where required for resource planning and optimum utilization;
 Manage and optimize workflows (pipeline and individual work queues)
 Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance;
 Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality;
 Execute any relevant business transformation activities within the team;
 Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills;
 Report on team performance, customer/client feedback and all daily operational activities;
 Liaise, coordinate and manage relationships with other departments and onshore teams;
 Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team;
 Co-ordinate with internal support functions to help resolve issues for the team;
 Participate in the recruitment process of new advisors;
 Implement the rewards and recognition program to motivate the team to perform better;
 Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders

KEY RESULT AREA:

• Service delivery by the team within the agreed SLA frameworks
• Ensure adherence to Standard Operating Principles
• Team attrition and other metrics to meet/exceed targets
• On-time and accurate reporting and sharing of process health
• Execution of business transformation activities within the team
• Process improvements, new business projects and other

Set departmental goals, manage budgets, lead cross-functional teams, and ensure compliance with policies.

Bachelor Degree in relevant field with 2 - 4 years of relevant experience