Assistant Manager

A4 to A5 Or P3 to P4

• Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable)
• Min 2 years’ experience in the current role
• No Warning Letter issued in the past 6 months
• Mandatory E-learning courses certified wherever applicable Oversee and manage a team of CCEs, providing leadership and direction. Handle complex customer inquiries and escalate issues as needed. Train and mentor CCEs to improve their customer service skills and knowledge. Monitor and evaluate team performance, providing feedback and coaching. Implement and maintain efficient customer care processes and procedures. Collaborate with other departments to align customer care strategies. Ensure compliance with company policies and industry regulations. Analyze customer feedback and identify areas for improvement. Develop and implement initiatives to enhance customer satisfaction. Stay updated with industry trends and best practices in customer care. Maintaining the agreed Service Level as per defined KPI Maintaining the agreed Answering Level as per defined KPI Maintaining the agreed External Quality Score as per defined KPI Managing the Manpower & Assets Productivity Managing the TL – CCE Span as per the agreement with client Coordinate with support functions for recruitment/ on boarding/ training Review performance at least once every month with the team Documentation and compliance of ISO processes Managing the Attrition% as per the defined KRA’s Managing & further improving the CSAT Scores as per defined KPI’s Maintain the L2 level manpower Responsible for Controlling attrition Analyze MIS reports; identify trends and take appropriate action on the same