Assistant Manager - Operations

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our rightshore delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies

Job Title:

Hiring Location:

Business Unit:

Experience :

• 1 year of experience as an Assistant Manager (on paper).
  
• Experience working in the telecom process will be an added advantage.
  
• Experience in an international process is mandatory.
  
• Experience in sales within a BPO process is mandatory (it can be any type of sales upselling, cross-selling, or hardcore sales).

Responsibilities

• Leads a team of 80 + customer service associates along with 5 - 6 team leaders and motivates them to achieve the team SLA
• First level escalation point of contact for the local BU/Global Team
• Responsible for the project execution, monitoring KPIs and Target compliance
• Leads the team in ensuring compliance to provisions/commitments as stipulated in the Client Service
• Monitor the team performance and provide regularly updates for specific KPIs, ensuring workload compliance and Develop and share knowledge with the team
• Oversees effective resource allocation to meet both productivity and quality metrics
• Documents issues as needed and ensures adherence to policy and procedures
• Manages process, resources, and system applications
• Follow standard practices and business procedures.
• Performs ad hoc data analysis and participates on various process improvement as needed.
• Validation and QA/QC Perform validation checks for operational processes and data inputs/outputs.
• Responsible for complying the internal quality standard.
• Validate that the information gathered from third-party sources represents accurate new data that should result in an update, creation, or deletion in existing data.
• Perform functions as directed by the immediate superior and local office project lead.

Key Performance Indicators

• Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
• Listens to calls and coaches the team to enhance performance.
• Monitors the calls/chat taken by the associates and provides them feedback.
• Interacts with the quality team to seek feedback on the teams performance and team quality scores.
• Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.
• Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.
• Organizes training program for the associates.
• Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
• Holds team briefing and de- briefings before and after each shift.
• Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
• Initiates and administers the rewards and recognition program for the team.
• Organizes the monthly team outings in coordination with the associates and the team members.

Experience

Required:

Fluent English is a must.

Excellent knowledge of MS Office and especially 'Excel'.

Graduation is mandatory

Experience working in the telecom process will be an added advantage

Preferred: Min 1 year as a Assistant Manager or 5 -6 years of experience as a team leader on papers

Know-How

Critical:

Mentoring, motivating skills and Coaching skills

Desirable:

Personal Attributes/Traits

• Collaborative & consultative
• Socially confident
• Achievement oriented
• Creative
• Analytical
• Communicative

Competencies

• Business Foresight Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities
• Influencing
• Managing Transformation Ability to work and lead transformations in a dynamic environment
• Fostering partnerships with internal and external stakeholders
• Working across boundaries collaborative working towards a One Firstsource identity
• Decision making and problem solving skills Driving Excellence