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Enrich And Enlight Business Consulting logo

Opening For Assistant Manager Operation

4 - 9 years

2 - 7 Lacs

Hyderabad

Posted:2 weeks ago| Platform: Naukri logo

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Skills Required

Inbound Process Bpo Operations Voice Process International BPO

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary: The Assistant Manager International Voice Process is responsible for managing a team of customer service representatives handling international voice-based support. The role involves overseeing daily operations, ensuring quality service delivery, achieving KPIs, and fostering team performance in a fast-paced, target-driven environment. Key Responsibilities: Supervise and lead a team of voice agents handling international calls (inbound/outbound). Monitor and improve team performance to meet or exceed SLAs and KPIs (AHT, CSAT, FCR, etc.). Ensure adherence to quality standards and compliance guidelines (e.g., data security, GDPR). Provide coaching, mentoring, and performance feedback to team members. Handle escalations, resolve customer issues effectively, and ensure a high level of customer satisfaction. Collaborate with Quality, Training, and Workforce Management teams to drive operational excellence. Analyze reports and data to identify trends, gaps, and areas for improvement. Assist in recruitment, onboarding, and training of new hires. Participate in client calls, reviews, and audits when required. Drive continuous process improvements and implement best practices. Qualifications: Graduate in any discipline. 35 years of experience in international voice process, with at least 1 year in a team lead or assistant manager role. Excellent verbal and written communication skills in English. Strong understanding of voice process KPIs and operational metrics. Experience with CRM tools, call center software, and reporting tools. Ability to work in night shifts and rotational shifts as per process requirements. Preferred Skills: Experience in a US/UK/Australian voice process. Strong interpersonal and leadership skills. Ability to manage pressure and meet tight deadlines.

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Enrich And Enlight Business Consulting
Enrich And Enlight Business Consulting
www.enrichandenlight.com

Business Consulting

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25 Employees

71 Jobs

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