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