Assistant Manager

Job Description

Position Description: We are looking for a highly motivated and experienced Team Leader to oversee and manage a team in our BPO operations. The ideal candidate will be responsible for ensuring team efficiency, maintaining quality standards, and driving performance to meet business objectives. Key Responsibilities:· Assign tasks and set clear goals for team members to achieve operational efficiency.· Monitor and evaluate team performance, ensuring adherence to SLAs, KPIs, and quality standards.· Provide real-time support, coaching, and feedback to improve agent productivity. · Handle escalated customer queries and ensure timely resolution.· Prepare and maintain detailed reports on team performance, productivity, and improvements.· Foster a positive and engaging work environment to enhance team motivation and retention.· Report progress, challenges, and recommendations to senior management.· Analyze data to identify trends, gaps, and opportunities for process improvement. Required Skills:Minimum 5 years of experience in a BPO environment, with at least 3 years in a leadership role.Strong understanding of customer service metrics, quality assurance, and performance management.Excellent communication, problem-solving, and leadership skills.Ability to coach and mentor team members for professional development.Proficiency in CRM tools and BPO industry best practices.s. Salary:Up to 6 LPALocation: Jaipur- Raj Please share your resume at “hiring@balwaan.com”&"rohit.soni@balwaan.com"