Assistant Manager (Voice) @ Phillips Machine Tools

Job Description

Education Mandatory: Graduates from any stream Desirable: Minimum 2 year of work experience in a Domestic Premium segment Voice/Chat Program, as an Assistant Manager Prior experience in managing excellent customer centricity is desired Experience Needs to be high on responsibility and ownership Should have managed multiple processes and ensured delivery within timelines Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost Extensive experience with telephony and workforce management software programs Experience required with inbound/outbound contacts and back office preferred - experience integrating multiple channels into a service model Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit; Proven demonstration of ability to work with diverse team members and manage multiple and competing. priorities. A commitment to being attentive, persistent, and flexible. Also protective of the integrity and purpose of our organization Technical Competencies: Ensure ownership for workplace (resolution of all admin, tech issues, etc.) Enable people to excel through grooming and regular feedback Derive valuable insights for improvement through innovation Set up and sustain a robust quality and training framework within teams Increase people engagement, ensure communication and feedback Value Added Services /process improvement leading to business benefits Ensure robust risk and compliance practices maintained Participate in selection process to ensure the right talent is selected in a timely manner Ensure transparency and adequate communication across all levels Maintain a no surprise /nonpolitical atmosphere and take active steps to stop anyone indulging in gossip Create an environment that encourages people to deliver and excel through performance Management systems Manage and exceed client expectations Resolve and/or escalate employee grievances in a timely manner Soft Skills: Should express excellent leadership qualities and spearhead the team. Excellent English verbal communication skills enabling client expectation management Others Customer / Partner / Client First Attitude! Ensure that a smooth relationship is maintained between the company and the client Appraise the client on the happenings at Hexaware BPS whenever necessary Deliver the data requested by the client in appropriate timings Demonstrate business benefits to the clients Ensure governance mechanism and adherence Ensuring smooth transitions /migrations wherever there is Communicate company vision, mission, and goals. Ensure complete alignment of the functional / service line teams to overall company objectives. Champion Hexaware culture by role modeling behaviors Create a work environment that nurtures and supports diversity and has an inclusive work culture Ensure productive work relationships are established with all relevant internal functions Ensure data confidentiality, integrity and protection of company's intellectual property Mandatory: Adherence to company policies, rules and regulations To follow quality processes thoroughly using checklist standards. Responsible for complying with all QMS and ISMS Policies and procedures. Work location : Nagpur (Relocation cases accepted) Interested candidates can send their CV's on hidden_email with Subject line : Assistant Manager or call on hidden_mobile

Employement Category:

Employement Type: Full time
Industry: Others
Role Category: Sales / BD
Functional Area: Not Applicable
Role/Responsibilies: Assistant Manager (Voice)

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Keyskills:   staffing telephony back office problem solving critical thinking communication skills feedback innovation people engagement selection process transparency communication employee grievances intellectual property quality processes QMS Graduates VoiceChat Program Assistant Manager customer centricity process efficiencies goal achievement workforce management software programs inboundoutbound contacts detailoriented collaborative spirit diverse team members grooming quality training framework risk compliance practices performance management systems client expectations leadership qualities English verbal communication skills customer orientation governance mechanism company vision mission goals work environment diversity inclusive work culture productive work relationships data confidentia