Associate Manager Ops

To motivate, develop and mentor team members in a dynamically changing environment

Closely monitoring daily productivity against the defined Service Level standard

Perform regular audit checks on client defined compliance requirements

Coach & monitor Team leads in day to day operations & people handling

People Management, including all HR related issues, as well as staff development

Analyze and generate reports for team performance on processes

Develop a continuous learning process for the team

Assist Operations Head in supervisory functions

Ensure adherence to the process deliverables (SLA's)

Review / audit transactions performed by team leads

Supervise and support team members to ensure that delivery is consistent with or exceeds client's quality service standards

Working closely with Team Leaders to manage Team and Individual Performance, drawing action plans for the team

Educational Qualification required for the position.

Any Graduate

Functional Competencies and skill sets required for the position

Should possess experience in to international Voice/Chat process, from Telecom Background.

Experience in managing ISP Operations with relevant domain knowledge

Good command over spoken and written English

Candidate should be ready to work in a 24*7 environment

Should have a flair for Customer Service, Technical, Billing & Sales

Persuasive Speaking Skills- Able to understand customer's needs and to add value to client by selling aggregated values

Highly energetic and self-motivated- Able to keep himself with a positive attitude despite customer's objections

Customer Focus- Taking action to exceed Customer expectations. This includes asking accurate questions, identify customer needs, summarize the steps to be taken, and following up to ensure the Customer was satisfied with the results based on client's individual needs

Multi-Tasking- Accurately & efficiently performing multiple responsibilities & frequently moving from one activity to another without losing focus & without impacting client satisfaction efficiently

Ownership- Taking responsibility for one's own actions and holding others accountable for theirs; assuming responsibility for a job well done; being dependable, hardworking and focused on doing whatever is necessary to get the job done; demonstrating a commitment and pride in one's own work

Positive Attitude- Viewing the world in a positive and optimistic manner

Problem Solving- Being able to resolve problems that involve people, things, and processes requiring general logic and common sense. This may include gathering relevant information, considering alternatives, and drawing logical conclusions based on facts

Processing Speed- Quickly interpreting and then responding to information. This includes quickly understanding the meaning of information and then providing an appropriate response

Quality Focus- Paying attention to and being able to identify small differences, mistakes or defects. This also involves being able to know when something is wrong or is likely to go wrong

Experience:

Minimum 8 12 Years in the BPO Industry

At least 2 years experience as an AM

Skills:

Telecom Domain, US Process, International Voice Process, Team Handling, Shrinkage, Attrition, SLA management, CSAT, AHT, KPI, KRA, Conflict Management, Concurrency