Assistant Manager
1 month ago
Assistant Manager – B2C US Telecom ProcessLocation:
Hinjewadi Phase - I, Pune CampSalary Range:
₹7.5 to 8 LPANotice Period:
Immediate - 10 Days
Job Summary:We are seeking an experienced Assistant Manager to oversee operations within our BPO team in the telecom domain. This role involves managing day-to-day activities in a high-performance environment focused on the US market. The ideal candidate will possess a deep understanding of the BPO industry and telecom services, exhibit strong leadership skills, and ensure smooth workflow and high-quality customer service.
Key Responsibilities:Supervise and manage the BPO team for the US telecom process, ensuring adherence to quality standards, productivity goals, and client requirements.Oversee day-to-day operations, including handling escalations, monitoring team performance, and ensuring process compliance.Collaborate with the Quality Assurance and Training teams to maintain high performance and process standards.Implement and monitor KPIs, ensuring all team members meet or exceed benchmarks.Conduct regular one-on-ones, feedback sessions, and performance reviews with team members.Foster a positive and productive team environment, addressing challenges promptly and encouraging continuous improvement.Manage staffing and scheduling for US rotational shifts, ensuring adequate coverage and smooth shift transitions.Generate and analyze reports to provide insights on team performance, client metrics, and other critical aspects.Engage with clients as necessary, addressing concerns and ensuring high satisfaction levels.
Requirements:Bachelor’s degree or equivalent experience in Business, Management, or related field.3+ years of experience in a BPO environment, with at least 1 year in a supervisory or assistant manager role.Familiarity with the telecom domain, ideally within a BPO or customer service context.Strong knowledge of US shifts and ability to manage team rotations and offs effectively.Excellent communication, problem-solving, and decision-making skills.Proficiency in using CRM and call center software.Strong interpersonal and team-building skills.
Preferred Qualifications:Experience working with US clients in a BPO setting.Knowledge of performance metrics, KPIs, and SLAs in the telecom industry.Shift: US Rotational Shifts and Offs
What We Offer:Competitive salary with shift allowances.Professional development opportunities.Supportive work culture with opportunities for growth.
Interested candidates can share their updated CVs on
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