Assistant Manager

2 months ago


Chennai, Tamil Nadu, India timesjobs Full time

Job Duties/Responsibilities:
Service delivery of the processes in the specific timelines.


Responsible for providing collective business insights back into the Vodafone support teams (on a real-time and trends perspective) to ensure that recommendations are prioritized to drive operational targets such as Volume Reduction, FCR, TNPS, NPS, CE and Cost Efficiency.

Objective to ensure that the contact center resourcing is managed efficiently without compromising the customer experience.


Identify gaps in the service line talent pool and take appropriate action (select or train people) to bridge the gap.

Participate in the selection process to ensure the right talent is selected in a timely manner.


Develop, groom, and coach team members so that they are able to perform better / as per the business objectives and Caliber culture.


Will be responsible for ensuring compliance with Agent Administration process to exit agents and ensuring that all agent access and accounts are removed or deactivated.

Clearly define and communicate KRAs and KPIs for direct Reportees.


Ensure that direct Reportees systematically define and communicate KRAs and KPIs to subsequent team members, thus affirming all team members have well-defined KRAs and KPIs.

Make sure all team members' performance is reviewed periodically, and clear feedback is provided on a continuous basis.

Client Relationship:
Ensure that a smooth relationship is maintained between the company and the client.

Appraise the client on the happenings whenever necessary.

Deliver the data requested by the client in appropriate timings

Mandatory Skill Sets:
Intermediate management of office Microsoft programs (excel, word, outlook, powerpoint)

Understands LAN, WAN, OS concepts. Familiar with N/W Topologies, IP Addresses & subnets

Work Experience:
Minimum 2 years of experience in a similar position with Telecom experience (Inbound/Outbound/Sales/Retention/Back-office)


Relevant experience in Telecom / Call Center Service / prior experience of direct Customer Care interactions in an international (English) Hindi, and Malayalam.


Soft Skills Required:
Good communication skills in English & Hindi

Self-motivated and good people management skills

Excellent leadership qualities to motivate and drive the team in the right direction.

Online time management and active decision-making

Good client interfacing skills
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