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Assistant Manager

Assistant Manager

Vashi Integrated

0 years

6 - 10 Lacs

Navi Mumbai

Posted:8 hours ago| Platform: GlassDoor logo

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Skills Required

sourcing electrical inventory lean service chat support monitoring management routing schedule reporting dashboard analyze data

Work Mode

On-site

Job Type

Part Time

Job Description

About us:-

Vashi Integrated Solutions is a One Stop integrated Solution Provider for Industrial and Commercial Sourcing needs of public and private customers in different segments: Panel Manufacturers, Machine Manufacturers, End Users, Projects, and Electrical Contractors, Solar and Retail.

We are a leading distributor since 1978 for Industrial products.

Our team of 1000 + members are engaged to provide technical and sourcing solutions to save time and cost. We invest in a wide range of inventory of items required in different industries.

We serve as an extended warehouse to many customers thus assuring them to work on lean inventories and enhanced productivity.

Role Overview:

We are looking for a highly analytical and process-focused RTM Lead to manage real-time operations of our multi-channel Customer Service team, handling Inbound, Outbound, Chat & Email support. The RTM Lead will be responsible for monitoring live performance, resource utilization, adherence to schedules, and implementing interventions to ensure service level targets are met consistently.

✅ Real-Time Monitoring & Management: Continuously monitor all live queues (Inbound Calls, Outbound, Chat, Email) to ensure SLA targets are met. Track occupancy, adherence, and shrinkage in real time and take proactive steps to minimize service level deviations. Manage call routing, skill-based call allocations, and reassignments as required. Collaborate with IT/Telecom teams for dialer or system-related issues impacting RTM performance.

✅ Schedule Adherence & Exception Handling: Ensure agents are adhering to assigned schedules, breaks, and login/logout times. Coordinate with Team Leaders for quick backfills during unplanned absences.

✅ SLA & KPI Management: Maintain daily/weekly Service Level, Average Handling Time (AHT), First Response Time (FRT) & Abandon Rate targets across all channels. Flag any potential breaches and trigger immediate mitigation actions.

✅ Reporting & Dashboard Management: Provide hourly, mid-shift, and end-of-day performance dashboards to stakeholders. Analyze patterns in real-time data to recommend shift adjustments or capacity plans.

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Assistant Manager