Assistant Manager

Job Description

ABOUT THE ROLE Oversee the entire Smile Consultant Centre from hiring, training, preparing, and motivating team members to handle calls/chats from and to customers and provide support to them in any way possible. You will be required to work in a high-performing culture and dynamic environment and ensure that Customer service is provided to its best quality. We are looking for an experienced and motivated Call Centre Team Lead to supervise and support our call center representatives. The Team Lead will be responsible for guiding the team to deliver exceptional customer service, managing daily operations, and ensuring that performance targets are met. WORK RESPONSIBILITIES Plan for manpower and staffing of the Smile Consultant Centre. Work closely with the team, motivating and coaching them. Lead and inspire team to deliver excellent levels of individual/team performance and customer satisfaction. Work with the business team to create goals and their achievement plan. Ensure complete lead management and all related matrices with Inbound, Outbound, and chat processes. Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture. Use company methodology, team input, and own initiative to ensure attendance and retention targets are achieved. Manage floor operations, discipline, and effective utilization of resources. Quality audit and analyze call center data and report to management as per stipulated schedule. Provide training to improve calls quality and efficiency. Identify the technology needs of the functions and ensure implementation to enhance performance. Continuous feedback to the management team on the lead impact of various plans being executed. Ensure best in class customer experience and service. CRITICAL REQUIREMENTS FOR THE ROLE (MUST-HAVES): Any bachelors or masters degree. Team management experience. Coaching and communication skills. Minimum of 2 years of experience within a Contact Centre environment as a Team Manager. Excellent leadership and communication skills. Strong coaching and people-development skills through call listening, quality feedback, etc. Ability to deal with demanding customers and escalations. Energetic and motivating individual. Creative thinking. Proficiency in MS Office (MS Excel and MS Outlook, in particular) and Call Centre software program. CANDIDATE ATTRIBUTE (CULTURE FIT): Agile with a growth mindset. Comfort with an unstructured role and environment that evolves over time. Language proficiency Telugu is a must.