Assistant Manager-Operation

View: 101

Update day: 28-05-2024

Location: Mohali Punjab

Category: Executive management Production / Operation

Industry: IT Services IT Consulting Internet Publishing Financial Services

Position: Associate

Job type: Full-time

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Job content

Analyze and review SLAs/Stack Rankings/Productivity and take corrective action to improve metrics.
Adhere to Mi India defined quality norms
Monitor NPS, QA and CSAT of the assigned team
Provide regular & systematic coaching and feedback to the team on performance indicators
Adhere to guidelines for code of conduct for self and team
Communicate program update to the team
Responsible for keeping the retention rates at 94% and above
Responsible for keeping the team’s ESAT above 90%
Responsible for handling and following up on customer complaints (Follow up on the complaints with L2/L3 teams in coordination with other internal departments).
Ensure compliance as per Xiaomi standards
Continuous monitoring of team on product/process knowledge and keep training involved to fill any identified gaps.
Protect Xiaomi provided assets as test or lab devices,
Make the direct reporting Manager aware of the compliance/security breach
Complete all tasks given by higher level management within timelines and with expected standards.

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