Assistant Manager Operation (International)
- Hexaware Technologies
- 5 - 10 years
- Mumbai
- 2 months ago
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Job Description
Position: Assistant Manager Operation (International Voice Process BPO/KPO)
Qualification: Graduate
Experiences: Over all 6 to 8 years of experiences and 2 years of AM on paper ((International Voice Process BPO/KPO)
Salary: 9 Lpa (Depending upon the interview round)
Location: Navi Mumbai
Job Description
- Manage and drive performance of multiple teams operation on the floor
- Ensuring availability of staff is maintained as per the WFM guidelines across all allocated processes
- Drive the key client metrics and SLAs within the teams and ensure these are met on a daily basis
- Manage attrition and shrinkages across assigned teams
- Key focus on providing superior customer experience by ensuring all customer and client escalations are addressed as per defined TAT and outlined processes
- Develop and implement Early Warning System for all key process metrics and implement solutions for mitigation of all risks identified
- Highlight key areas of concern to the leadership team for support with in desired time frames
- Manage the staffing level requirement for the process through recruitment and cross skilling of resources as and when the opportunity arises
- Attending all operational and quality meetings as per client schedule
- Active participation in weekly, fortnightly and monthly performance reviews
- Ensure compliance and adherence to organizational processes and create awareness around all compliance guidelines from GRC and QMS across the floor
- Mentor and assist new hires to develop the skillsets required for career progression
- Report deviations immediately to the leadership and respective departments and act accordingly
- Proactively inform manager on challenges faced
- Maintain knowledge repository for the process and ensure the process document is updated as and when the changes in process steps are confirmed
Operational Skill Requirement
- Should be able to demonstrate command on domain and provide timely resolution to issues
- Demonstrated ability to drive client and customer experience through Operations, Quality and Compliance framework
- Sound understanding of the key metrics involved in the customer service domain and exhibit analytic skills to generate data around the key business drivers for decision making
- Ability to Handle Escalations with knowledge on sales and retention.
- Generate MIS and provide analysis and insight to business
Technical Competencies: (Job related)
- High proficiency in using computers
- Basic knowledge Operating System like Windows
- Basic knowledge on Mobiles and available platforms in the market
- Basic knowledge about browsers (MS Internet Explorer and equivalent)
- Sound knowledge of excel and email communication
- Expertise in knowledge base, CRM, and other applications
Process Knowledge
- Policies, process, procedures, confidentiality, business ethics, transaction flow, transaction scripts, documentation requirements, etc.
- Different types of customers and their respective service eligibilities
- Generate MIS and provide analysis and insight to business
Product Knowledge
- Product entitlements
- Ability to resolve: Sales ad Refund Inquiry, McAfee product features, basic installation/uninstallation procedures, customer account related information etc
- Product specific work flows including support scopes
Soft Skills: (Job related)
- Strong oral and written English communication skills (required to interact with internal / external clients)
- Ability to lead, motivate and drive performance across the floor
Interested candidate can apply email id : ra*****2@he*****e.com
Job Classification
Industry: IT Services & ConsultingFunctional Area: IT Services & Consulting
Role Category: Operations
Role: Operations - Other
Employement Type: Full time
Contact Details:
Company: Hexaware TechnologiesLocation(s): Mumbai
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Hexaware Technologies
Hexaware BPS is a unit of Hexaware Technologies Ltd. We are currently staffed at 2000+ people across Navi Mumbai (Mahape) Chennai, Nagpur and US. Ranked 15th in the NASSCOM Top 20 IT Software & Services Exporters from India, we also rank among the Top 20 Best IT employers in India by DQ-IDC fo...
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