Assistant Operations Manager

Role & responsibilities Customer: •Ensure Operations are run effectively and efficiently to meet the Service Level Agreement and Targets •Responsible for staff development, staff planning to meet service requirements and involvement in recruitment process as necessary •Providing regular performance feedback and giving frequent formal and informal coaching sessions for a better productivity •Providing timely feedback/Update to Management regarding performance of the process and improvement areas •Taking initiatives to streamline processes and focus areas •Would be accountable for Performance / Client Management /People Management •Manage the attrition and shrinkage at the process level •Responsible for maintaining discipline and absenteeism of the assigned team on the floor. Operational Excellence: •Maintains regular correspondence with the clients to clarify process updates and percolates it to Operations. •Resolves issues pertaining to process knowledge with clients. •Ensures that Quality, CSAT, Resolution scores for the batch meets the defined norms within the first month of production. •Conducts interviews & coordinates with HR for recruiting Agents •Ensure 100% adherence on client driven SOP •Coordinates with all stakeholders to ensure process runs effectively •Prepare and attend all business / client reviews & work on the action plans to improve business performance •Understanding of root cause analysis & reasons to better performance •Interacts with IT team for creation and deletion of Ids for new team members. People & Culture: •Measures performance of the team through performance •Appraisals and responsible for team motivation and retention. •Responsible for retaining employees Domain / functional expertise areas: 1) Good Process knowhow 2) Feedback & Coaching 3) Quality/ Improvement focus 4) Advanced Excel Skills 5) Commercial Acumen/Pricing models 6) Excellent Communication 7) Stakeholder Management (including clients) Critical competencies: Minimum 4+ years of operational experience in call Centre environment, out of which 2 Years experience as Team leader Advanced ability in using Microsoft Excel, Macros, PPT Ability to prepare analytical insights basis the monitoring data Should be good in Analytical Thinking, Reasoning and Decision Making Good communication skill and like to interact with people, verbal and written Knowledge of reporting/ data management Good with logical & analytical skills