JOB DESCRIPTION
Job Type
:
Full Time
Position Title
:
Assistant Manager - Customer Service
Work Model
:
On-Site
Location
:
Gurgaon, India
Salary
:
As per Industry standards
Education
:
Bachelor’s Degree
Working days
:
5 days
Experience
:
5 Years
This solution-focused professional will be responsible for new /old opportunities with existing and prospective clients.
PRIMARY DUTIES AND RESPONSIBILITIES
- Responsible for managing a team of customer service representatives and ensuring that they meet their targets and deliver high-quality services to customers. This involves providing guidance, coaching, and support to the team members, and monitoring their performance.
- To identifying areas for process improvement and implementing changes to optimize the efficiency and effectiveness. This includes analyzing data and metrics to identify trends and areas for improvement, and working with the operations manager to develop and implement process improvement initiatives.
- To managing client relationships and ensuring that meets the member requirements and expectations. This involves coordinating with customer to understand their needs and feedback, and working with the management and the team to develop and implement solutions to address any issues or concerns.
- Monitoring and managing the performance, including tracking metrics, analysing data, and providing regular reports to the operations manager and other stakeholders.
- To identifying training and development needs for the team members and working with the operations manager to develop and implement training programs to improve their skills and knowledge.
- Ensuring that the complies with all regulatory requirements and quality standards. This involves monitoring and enforcing compliance with policies and procedures, and ensuring that quality control measures are in place and adhered to.
PRE-REQUISITES
- Proficient written and verbal English is a mandate.
- Minimum 2+ years in BPO industry.
- Knowledge of Microsoft Office Applications & advanced Excel
- Intuitive and insightful, particularly regarding human behavior.
- Professional yet affable disposition.
- Emboldened by challenges.
- Strong creative thinking skills and ability to think conceptually
- Comfortable working independently with a little direction under tight deadlines and flexible timings in different time zones.
...