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Assistant Manager - Operations (US Inbound)
Assistant Manager - Operations (US Inbound) (2006-02-24)
Call Center Company:
Respondez
Description:
Respondez is looking for individuals who are qualified for the position of Assistant Manager - Operations (US Inbound).
Successfuly applicants for Assistant Manager - Operations (US Inbound) will have a great career in Respondez.
Job Description :
Ensure that the productivity goals for the team are met including service level / availability and customer satisfaction.
Manage call volume and call quality and manage telephone coverage to effectively support customers.
Review information received from the statistical reports, and respond appropriately. Complete special projects as assigned by Management.
Maintain open communication with all personnel by being available during business hours. Act as a resource for answering questions, resolving product and policy questions.
Conduct annual performance appraisal of the CSAs and Team Leaders in a timely manner. Conduct monthly one on one with each direct report to ensure policy and procedure understanding and compliance, ensure quality call handling, and productivity levels.
Implement all disciplinary actions in accordance with company policy and ensure consistency.
Work with the teams to enhance their skills and establish successful career pathing including business, management and technical opportunities. Act as a resource for clarification of company policies, ensure consistency within the team through ensuring coaching, one on ones, and performance reviews and implement necessary disciplinary actions.
Desired Profile :
A person having 2 1/2 to 3 years experience in managing an operation of inbound support organization of at least 100 -150 seater
Excellent man management, interpersonal, leadership skills
College degree with advanced degree in management preferred.
4-5 + years of management experience in a service delivery – operating environment
Minimum experience : 3 years
Maximum experience : 6 years
Location : Maharashtra - Mumbai
Visit Respondez website to apply online.
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