Assistant Manager

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 LPA

Location: Jaipur- Raj

Please share your resume at “hiring@balwaan.com”&"rohit.soni@balwaan.com"