Immediate Hiring - Assistant Manager Customer Service

☞ ATIDIV (INDIA) PRIVATE LIMITED

View: 106

Update day: 06-05-2024

Location: Pune Maharashtra

Category: Consulting / Customer Service Production / Operation

Industry: BPO Call Centre

Position: Assistant Manager/Manager -(NonTechnical)

Job type: Full Time, Permanent

Salary: ₹ 4,00,000 - 6,00,000 P.A.

Experience: 2 - 7 years

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Job content

Roles and Responsibilities

  • Manage processes for new and existing clients - Would be handling 2 or more processes at a given point in time
  • Process documentation, preparing KPIs, reports etc
  • Training and knowledge transfer
  • Client Coordination
  • People management - hiring, motivating, recognizing and rewarding, coaching, training and problem solving
  • Assist with development, process improvement, analysis and implementation of efficiency or quality initiatives
  • Monitor resource utilization & performance, Ensuring there is no billing loss
  • Supervising the performance and providing daily direction to a team of Team Coaches and CEPs to deliver to Organization goals of Service standards and Productivity standards
  • Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.
  • Achieve stretched targets and be able to take decisions and manage complex/ difficult conflict situations with either customers or employees
  • Assisting with process improvement initiatives by coordinating with either other teams in the Company or within Customer Support for system efficiency enhancement projects, implementation on the floor of engagement programs, reward and recognition programs and staffing , training and scheduling issues
  • Effectively manage customer escalations
  • Ensure complete participation and contribution in organization/process level initiatives (e.g. Customer experience Enhancement, Absenteeism & Attrition control) that may be implemented from time to time to improve the quality and efficiency
  • Be available for employees that experience work and / or personal problems providing appropriate coaching, counselling, direction and resolution

Desired Candidate Profile

  • Should be a graduate with min 2 years of experience in Customer Service (Voice, Chat email) team for an International Process. (Asst Manager/Group Manager on papers)
  • Should have managed 2 or more processes at the same time, with team size of more than 30
  • Strong interpersonal, problem solving, negotiating and verbal & written communication skills
  • Strong computer knowledge and technical skills (including ease with multiple processes, applications, Advanced Excel, Word, PPT)
  • Monitoring and auditing the calls/chats/emails
  • Understand Targets and Achieving the same
  • Must have handled US/ UK Calls in Present/ Past
  • Candidates who’ve worked for B2C internet/retail businesses will be preferred
  • Willing to Work in UK/ US Shifts and Rotational

Perks and Benefits


  • WFH (Until Pandemic situation)
  • Bonuses
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Deadline: 20-06-2024

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