Assistant Manager- Operations International Voice Process

Disclaimer:

"Interested candidates can call and email their updated resume."

HR Name: Lydia Rajan

Contact : 9618240011

Email Id: lydia.rajan@marketstar.com

Job Responsibilities:

• Oversee overall planning and performance of a particular market.
• Sales experience is preferable
• Ownership for overall delivery of service level components, quality, and

productivity targets & indicators for a particular market.

• Determine operational strategies for a particular market - conducting needs

assessments, performance reviews, capacity planning, and cost/benefit analyses.

• Actively contribute towards improving operational systems, processes, and

policies or build efficiency.

• Establish technical specifications, and production, productivity, quality, and

customer-service standards for the particular market.

• Long-term planning, including initiatives geared toward operational excellence.
• Contribute to short and long-term planning and strategy for the particular

market.

• Facilitate coordination and communication between support functions.
• Responsive & able to build strong relationships with colleagues while focusing

on customer delight.

• Provide leadership, mentoring, and coaching for the TL and reps.
• Oversee and review escalations and the escalations process for the particular

market.

• Maintain employee performance records; track and report on performance

outcomes.

• Ownership and problem resolution.
• Provide recommendations for product and process development based on

customer feedback and analysis of the same.

• Contribute towards hiring and training of reps.
• Ensure strict adherence to policies, processes, and compliance guidelines

among the team.

• Employee engagement and retention.
• Explore new business/revenue opportunities within the existing client base.
• Being a key point of contact for internal and external clients.
• Maintain track of all pending/open items (internal and external) and ensure

closure of the same within in a timely and appropriate manner.

Core Competencies:

• Driving For Results:

  Challenging, pushing the organization and themselves to

excel and achieve Customer Success: Doing the right thing for customers.

• Team Leadership:

  Leading others to accomplish team goals and objectives.

• Motivating Others:

  Inspiring others to perform well by actively

conveying enthusiasm and a passion for doing a good job.

• Coaching And Developing Others:

  Advising, assisting, mentoring and providing

feedback to others to encourage and inspire the development of work-related competencies and long-term career growth.

• Planning And Organizing:

  Effectively organizing and planning work according to

organizational needs by defining objectives and anticipating needs and priorities.

• Conflict Management:

  Managing conflict between people and effectively

resolving sensitive issues.

• Decision Making:

  Making good decisions in a timely and confident manner

• Interpersonal Communication:

  Communicating clearly and effectively with

people inside and outside of the organization.

• Resilient & self-:

  A proactive & never give up attitude

• Business Acumen:

  Understanding general business and financial

concepts, understanding the company's business, and using both general and specific knowledge to be effective.

• Relationship Management:

  Build sustaining and productive relationships with

customers and stakeholders.

Whats in it for you?