Associate Manager - Customer Service

Job Title : Associate Manager

Location : Noida

Experience : Minimum 8 Years in the BPO Industry; At least 3 Years experience as Associate Manager/Assistant Manager

Skills : Customer Service in Retail or BFSI /Payments, Chat or Email & Back Office or Blended (International Process);Team Management, Client Interactions, Shrinkage, Attrition, SLA management, CSAT, AHT, KPI, KRA, Conflict Management, Concurrency, BQ Management.

Job Description :

Preferred Competencies :

• Front end Client interactions daily/weekly
• Coach and monitor Team leads in day-to-day operations &people management
• Analyze reports for team performance on processes
• Escalate issues in a timely manner across functions and suggest alternativeapproach
• Ensure adherence to the process deliverables (KPI's)
• Ability to proactively seek, pre-empt and prevent bottlenecks by implementingpractical

solutions within tight deadlines

• Review/audit transactions performed by team leads
• To create a conducive and stimulating environment for the teams toaccomplish their goals
• Must keep a track of monthly Billability and Capacity Plan asper client requirement
• Should be able to handle all types of internal &external Audits
• Supervise and support team members to ensure that delivery is consistentwith or exceeds

client's quality service standards

• Working closely with Team Leaders to manage Team and Individual Performance, drawing

action plans for the team

• Represent the organization and participate in client visits/meetings
• Groom & Retain Top Talents
• Assist Operations Manager in supervisory functions
• Work closely with all support function teams
• Maintain healthy working environment across all teams

Minimum Qualifications:

• Domain Experience: Customer Service in Retail or BFSI / Payments is added advantage
• Channel Experience:Chat or Email & Back Office or Blended (International Process)
• Work Experience:Min 5 Years or more in an international process with minimum 3 years of experience in Chat preferred
• Exposure to Client Handling
• Shift: Rotational shifts
• Process Working Hours: 24x7
• Attitude: Customer and Solution Centric, patient & empathetic, eye for detail
• Tool/Application Experience: Reasonable understanding of working Microsoft Excel and Microsoft Word
• Need to be flexible basis project requirement.

Change Management: Flexible and adaptable to the evolving needs of a high-growth and fast paced organization environment.