Assistant Manager / Deputy Manager byjus
Byjus
- 2 to 5 yrs
- ₹As per Industry Standards
- location_on Chennai (Tamil Nadu)
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JOB DESCRIPTION
Job Duties/Responsibilities:
- Service delivery of the processes in the specific timelines.
- Responsible for providing collective business insights back into the Vodafone support teams (on a real-time and trends perspective) to ensure that recommendations are prioritized to drive operational targets such as Volume Reduction, FCR, TNPS, NPS, CE and Cost Efficiency.
- Objective to ensure that the contact center resourcing is managed efficiently without compromising the customer experience.
- Identify gaps in the service line talent pool and take appropriate action (select or train people) to bridge the gap.
- Participate in the selection process to ensure the right talent is selected in a timely manner.
- Develop, groom, and coach team members so that they are able to perform better / as per the business objectives and Caliber culture.
- Will be responsible for ensuring compliance with Agent Administration process to exit agents and ensuring that all agent access and accounts are removed or deactivated.
- Clearly define and communicate KRAs and KPIs for direct Reportees.
- Ensure that direct Reportees systematically define and communicate KRAs and KPIs to subsequent team members, thus affirming all team members have well-defined KRAs and KPIs.
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- Make sure all team members’ performance is reviewed periodically, and clear feedback is provided on a continuous basis.
Client Relationship:
- Ensure that a smooth relationship is maintained between the company and the client.
- Appraise the client on the happenings whenever necessary.
- Deliver the data requested by the client in appropriate timings.
- Mandatory Skill Sets:
- Intermediate management of office Microsoft programs (excel, word, outlook, powerpoint)
- Understands LAN, WAN, OS concepts. Familiar with N/W Topologies, IP Addresses & subnets
Work Experience:
- Minimum 2 years of experience in a similar position with Telecom experience (Inbound/Outbound/Sales/Retention/Back-office)
- Relevant experience in Telecom / Call Center Service / prior experience of direct Customer Care interactions in an international (English) Hindi, and Malayalam.
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Soft Skills Required:
- Good communication skills in English & Hindi
- Self-motivated and good people management skills
- Excellent leadership qualities to motivate and drive the team in the right direction.
- Online time management and active decision-making
- Good client interfacing skills
- Operations/Customer Service/Telecalling/Backend
- Educational/Training, Research/Surveyor/MR
- Any Process – International BPO Type
- BA (Arts)
- Full Time.
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KEY SKILLS
service delivery, business insights, resourcing management, talent management, compliance, inbound, people management, client interfacing,call center, contact center, malayalam, communication skills, customer care, customer experience. - Stay Connected and Subscribe to fresherjobsworld.com to get Latest Job updates from fresherjobsworld.com.
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