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Assistant Manager (Operations For Inbound & Outbound)

Assistant Manager (Operations For Inbound & Outbound)

5 - 12 years

|

5 - 12 Lacs

Mumbai Maharashtra India

Posted:15 hours ago| Platform: Foundit logo

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Skills Required

KPI tracking attrition control client communication VOC analysis process benchmarking team performance ranking Inbound operations Outbound operations

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities

Maintain strong customer centricity through effective issue management and adherence to internal policies
Ensure awareness of internal policies among team members and guide issue resolution transparently
Provide focused support to new team members for smoother adjustment to the work environment
Coordinate with supervisors to ensure closure of employee concerns
Measure and review client KPIs with internal teams and include them in team performance discussions
Maintain ABCD performance ranking for CSAs and TLs
Take proactive initiatives for process improvement
Reduce client escalations by tracking open points in VOC/VOB, reviews, and MoMs
Conduct market benchmarking to compare processes and share insights with both internal and external stakeholders
Demonstrate strong written and client communication skills

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