Assistant Manager BPO Operations

Job Description

Job description BASIC PURPOSE: The team leader will manage the people, processes, and stakeholders for a given process. Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks (Productivity/TAT/accuracy) ESSENTIAL FUNCTIONS: · Ability to lead team size of 50+ associates. · Ability to listen and communicate effectively. · Should be able to direct team’s effort to meet the set process SLAs consistently. · Basic understanding of Quality concepts like Lean & waste identification · Ensure relevant processes are followed on the operational floor. · Conduct calculations to determine the staffing requirements every quarter. This calculation should be shared with the Managers. · Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks. · Manage and optimize workflows (pipeline and individual work queues) through appropriate. · Participate in calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations. · Identify, facilitate, and implement process improvement initiatives to improve efficiency. · Measure and review the Quality and productivity of the team and provide one to one feedback to ensure high quality and discipline. · Handle customer complaints and escalations efficiently. · Manage team absenteeism, attrition, attendance, breaks and conduct. · Drive Customer Service positively and motivate team members to provide great customer service. REPORTING RELATIONSHIPS: Associate & Senior Associates QUALIFICATIONS: • Minimum 5 to 7 years of experience with 2 years experience as Team Leader • Bachelor’s degree – any stream. • Process Transition Experience will be an added advantage. • Should have good knowledge of MS Excel, Power Point and Word. • Excellent communication skills. Show more Show less