Startek is Hiring For Assistant Manager

☞ Aegis Customer Support Services Private Limited.

View: 101

Update day: 06-05-2024

Location: Mumbai Maharashtra Thane

Category: Consulting / Customer Service Production / Operation

Industry: BPO Call Centre

Position: Assistant Manager/Manager -(NonTechnical)

Job type: Full Time, Permanent

Salary: ₹ 3,00,000 - 5,00,000 P.A.

Experience: 1 - 2 years

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Job content


JOB DESCRIPTION
Principle Accountability (Key Result Area):
• Manage Contact Centre operations for Insurance client
• Achieve set business targets and client specified KPIs
• Manage Customer Interactions through inbound voice/ mail/ back office contact through his/
her team for the various services
• Ensure appropriate manpower staffing on the floor
• Drive process improvement initiatives and bring in efficiencies
• Manage team and control attrition
• Manage Customer Interactions through Inbound & out bound voice contact through his/her
team for the various services
• Evolve more effective work process for improving customer interactions
• Constantly monitor & review performance metrics for achievement of objective
• To interface with respective work centre for resolution of complaints
• Manage resolution of billing queries/ issues
• To track & ensure closure of complaints
• Identify relevant training needs of agents & ensure effective implementation
• Effectively manage shift operations
• Interface with IT/HR/ Training/Quality • Collate data & generate MIS report
Standards for Measuring Success:
• Customer satisfaction survey or CSAT score
• Service levels
• Monthly call analysis • Agents productivity
• Other key management attributes & Key Performance Indicators (KPIs), as agreed
Attitude:
• Positive
• Employee-centric
• Fast paced and prompt
• Energetic and Enthusiastic
Skills:
• Analytical Skills
• Computer Literate
• Able to work under pressure • Strong influencing skills
• Excellent interpersonal, verbal and written communication skills
• Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with
attention to detail
• High standards of personal ethics and integrity
• Strong negotiation as well as operational skills
• Hands-on involvement in all aspects of the job
Knowledge:
• Qualification: Graduate, any stream
• Experience: Overall 5 years in BPO domain and preferably in Insurance segment.
Minimum one year experience as Assistant Manager Operations in a Call Centre


Reagrds,

Pushpa Koli

8657416676

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Deadline: 20-06-2024

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