Deputy Manager

4 weeks ago

Noida, Uttar Pradesh, India HCLTech Full time

We are seeking an experienced Associate Manager to join our international voice process team. The successful candidate will be responsible for overseeing the daily operations of a team, driving performance, and ensuring high-quality customer interactions.

About the Role: The Associate Manager will lead and manage a team of customer service representatives and team leads to achieve business objectives and deliver high-quality customer experiences.

Responsibilities:

  • Team Management: Lead and manage a team of customer service representatives and team leads to achieve business objectives and deliver high-quality customer experiences.
  • Performance Management: Monitor and manage team performance metrics, such as service level, first call resolution, and customer satisfaction.
  • Quality Assurance: Ensure adherence to quality standards, processes, and procedures, and implement corrective actions to address quality issues.
  • Process Improvement: Identify areas for process improvement and collaborate with stakeholders to implement changes.
  • Training and Development: Develop and deliver training content to agents on products/services, processes, and procedures.
  • Customer Escalations: Handle complex customer escalations and provide solutions or alternatives to resolve issues.
  • Reporting and Analysis: Analyze team performance data and provide insights to inform business decisions.

Qualifications:

  • Education: Bachelor's degree in any discipline.
  • Experience: Minimum 2-3 years of experience in a leadership role in a voice process or customer service environment.

Required Skills:

  • Strong leadership and team management skills.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to work in a fast-paced environment and handle multiple priorities.
  • Familiarity with reporting and analysis.

Preferred Skills:

  • Language Skills: Proficiency in English language (speaking, reading, and writing).

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