Assistant Manager

As an Assistant Manager, you will play a crucial role in leading and motivating a team of Supervisors, ensuring the department's success. Your expertise in contact center management, coupled with your leadership skills, will be instrumental in achieving our goals. We are looking for a proactive and results-driven individual who can inspire and guide their team to deliver exceptional results.

Lead and manage a team of Supervisors, providing guidance and support to drive performance. Ensure the team meets and exceeds defined KPIs and KRAs, focusing on key metrics like Service Level, AHT, and Occupancy. Develop and implement effective forecasting and scheduling strategies to optimize resource allocation. Maintain a strong understanding of RBI regulations and ensure compliance within the team.

Inspire and motivate the Supervisor team, fostering a positive and productive work environment. Guide and mentor team members, providing feedback and coaching to enhance their skills and performance. Resolve complex customer issues and operational challenges, utilizing advanced problem-solving abilities. Analyze performance data to identify trends and areas for improvement, driving continuous enhancement.

Collaborate with senior management and other departments to align strategies and achieve organizational goals. Ensure the team delivers exceptional customer service, maintaining a strong focus on customer satisfaction. Minimum 3+ years of experience as a Team Manager, with an overall experience of over 8 years in BFS contact center operations.

Thorough understanding of contact center management KPIs and KRAs. Expertise in inbound metric calculations, including Service Level, answering level, and AHT. Well-versed in forecasting, scheduling, and core contact center metrics. Strong leadership and management capabilities to lead and inspire a diverse team. Excellent communication skills for effective coordination with team members and stakeholders.

Advanced problem-solving skills to tackle complex customer and operational issues. Proficiency in performance data analysis to drive continuous improvement. Familiarity with banking systems, CRM platforms, and contact center technologies. A results-oriented mindset with a track record of achieving exceptional customer service standards.