Assistant Manager - Operations

Role Overview: You will be responsible for overseeing the daily operations of the team at a Banking or BFSI contact centre. Your strong leadership abilities will guide, inspire, and manage a diverse team effectively. Your excellent verbal and written communication skills will be crucial in interacting with team members, customers, and management. Your advanced problem-solving skills will help in handling complex customer issues and operational challenges. You will need to analyze performance data to identify trends or areas for improvement, with a strong focus on customer service to lead the team in delivering exceptional service. Effective time management skills will be necessary to handle multiple tasks and responsibilities efficiently. Familiarity with banking systems, CRM software, and contact centre technologies will also be required. Key Responsibilities: - Oversee daily operations of the team, ensuring that performance standards and targets are met. - Manage shift schedules and handle requests for time off to ensure adequate coverage. - Foster a positive team environment and motivate team members to achieve high performance. - Monitor and evaluate calls, emails, and chat interactions to ensure adherence to quality standards and banking policies. - Provide constructive feedback to team members, addressing areas for improvement and recognizing accomplishments. - Track key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction scores etc. - Identify training needs and coordinate additional training sessions to enhance team skills and knowledge. - Support the professional development of team members by identifying strengths and areas for growth. - Handle escalated customer issues that require advanced problem-solving and intervention. - Implement strategies to enhance customer service quality and address common service issues or complaints. - Promote and enforce best practices in customer service to improve overall team performance. - Ensure clear and effective communication within the team and between the team and other departments. - Prepare and present reports on team performance, customer feedback, and operational issues to management. - Address any operational or team-related challenges promptly and effectively. - Ensure that the team adheres to banking regulations, compliance requirements, and internal policies. - Identify potential risks or issues in processes and work to mitigate them. Qualification Required: - Minimum 3+ years of Team Handling experience at Banking or BFSI contact centre. - Graduation is mandatory. (Note: Additional details about the company were not provided in the job description.),