REF38065L - Deputy Manager - Operations - Resolution - Pune (US Shift)
2 weeks ago
Roles & Responsibilities:
- Leads and co-ordinates the day-to-day operations of the Resolutions team
- Actively motivate, develop, coach and engage team members to drive results and create a high performing team while showing genuine care in managing an environment of safety and wellbeing
- Hold team members accountable for performance against key metrics, including achievement of financial and efficiency outcomes, and manages underperformance
- Sets clear objectives and targets for the team, articulates clear link to the strategy to provide meaning and purpose to tasks
- Analyse relevant agent data and reports to identify trends to continuously drive an improvement in the business results of team members and department
- Delivery of agent coaching based on needs identified through analysis of agent data, audits and agent feedback
- To resolve queries, manage and solve roadblocks, including reporting IT Issues and keeping the Stakeholders and Management Informed
- To complete administrative tasks such as attendance, leave regularization, schedule adherence, communication with team, One on One
- Respond promptly to customer complaints, comments, and messages on various social media/survey platforms.
- Provide empathetic and professional responses to address customer concerns and resolve issues effectively.
- Liaise with relevant departments within the company to resolve complex customer issues.
- Maintain a positive brand image through courteous and helpful interactions with customers.
- Identify recurring issues and provide feedback to the appropriate teams for process improvement.
- Document customer interactions and resolutions accurately in the relevant system.
- Care about customer's privacy
- Should deliver the required goals in line with scope of work
- Should be ok with working in 24* 7 environment from office, spilt offs and rotational shifts.
Skills required:
- Demonstrated people management skills with evidence of achieving or exceeding operational targets and SLAs
- Demonstrated effective coaching experience, with measurable capability improvement in coaching subjects
- Intermediate MS Excel skills, including the ability to work with large data sets and dashboards Strong customer service skills with ability to manage queries while being courteous and professional in manner.
- Solutions mind-set, helping nature, passion for the customer and the customer experience.
- Ability to adapt self with the team in-case of adversity, business challenges/requirement.
- Has the ability to demonstrate working in a positive and fulfilling work environment with minimal supervision.
- Excellent Communication skills – verbal and written. Fluent proficiency & comprehension in English is required on written skills.
- Strong ability to multi-task while effectively communicating with the customers with empathy.
- Efficient in internet, computer usage, typing and web-based application skills.
- Attention to details.
Graduate
Additional InformationManaging team of min 15 FTE for a minimum of 2 years mandatory
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