Assistant Manager Operations

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities

Team Management & Leadership

• Supervise daily operations: Monitor call queues, email inboxes, and other communication channels to ensure efficient workflow.
• Provide coaching and feedback: Conduct regular one-on-one sessions, performance reviews, and training to help agents improve their skills.
• Motivate the team: Encourage a positive work environment, recognize good performance, and address morale issues.
• Schedule and manage shifts: Create and adjust work schedules to ensure adequate coverage and meet service level agreements (SLAs).

Performance Monitoring

• Track key metrics: Monitor team performance against key performance indicators (KPIs) such as NPS first call resolution (FCR), and average handling time (AHT) and Cross Sale
• Analyze data: Use performance data to identify trends, pinpoint areas for improvement, and implement corrective actions.
• Generate reports: Prepare and present regular reports on team performance to senior management.

Problem Resolution

• Handle escalated issues: Step in to resolve complex or difficult customer complaints that agents are unable to handle.
• Develop best practices: Create and update internal policies and procedures to improve the team's ability to resolve issues effectively.

Communication & Collaboration

• Liaise with other departments: Work with other teams (e.g., sales, technical support, marketing) to resolve customer issues and improve overall processes.
• Communicate company updates: Ensure the team is aware of any new products, policies, or promotions that may affect customer interactions.

Key Skills and knowledge:

• Proven experience in a customer service role, with previous leadership or supervisory experience preferred.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• high degree of empathy and patience for both customers and team members.
• Familiarity with customer relationship management (CRM) software and other relevant tools.

• Education: Graduation

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.