
Assistant Manager Technical Customer Services
Permanent Sybrid Private Limited posted 12 months ago in Featured Email JobJob Detail
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Career Level Manager
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Experience 4 - 6 Years
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Gender Both
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Qualifications Bachelor’s Degree (Master’s Preferred) In Engineering (Telecom, Computer Science, Electronics, CCNA Trained Will Be An Added Advantage)
Job Description
Critical to Client
- Setting and meeting performance targets for speed, efficiency and quality
- Ensure campaigns promotional and marketing materials activities are properly communicated and executed to CSEs timely through teams
- Managing the Contact Center Operations by keeping strong communication with Clients
- Ensure all agreed Operational SLAs
- To ensure services UP Time as per agreed SLAs with the help of Support departments
Critical to Operations
- Ensure effective communication with Internal and external customers
- Recognizes and reward the efficient performance of subordinates
- Keen monitoring of team members performance through Team Leaders / Supervisors
- Provision of technical, objective and goal oriented support to the Team Leaders / Supervisors
- To Manage the Control of Shift Leakages, Shrinkage & Discipline
People Management/Coaching
- Ensure a complete understanding towards team on client targeted areas
- Reviewing the performance of staff, identifying training needs and planning training sessions
- Actively participates and promotes incentive programs
- Coaching & Counseling of Team Leaders / Supervisors to build a strong team
- Arrange regular recreational and motivational activities for agents with the help of Team Leaders, Supervisors and other departments
Report Management
- Enhances campaign reputation by accepting ownership for accomplishing new and different requests of client or management
- Exploring opportunities to add value to job accomplishments through different reports
- Make sure that all internal and external reports shared by concern team timely and accurately
Compliance
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- Applying an understanding of key legal precedents, policies and practices to protect the interests of the organization and individual employees
- Ensures consistent administration, compliance and application of policies and procedures
Customer Focus
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- Researching and understanding client business operations and agenda
- Improves quality results by recommending process improvement plans for better customer experience
- Understanding of client business operations and agenda
- Identifying and articulating project drivers, strategic fit and commercial benefits with client
- Responding to customer’s needs in a manner that provides added value and generates significant customer satisfaction
- Building strong relationships with Client, focusing on impact and result for the customer and responding positively to feedback