Assistant Operations Manager

1 week ago

Hyderabad, India Firstsource Full time
A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our

website

Job location : HyderabadPosition :Assistant Operations Manager.Division : BPO, 5days working US processExperience : 5+ years of experience as Team handling and 2 yrs as Assistant Manager -Ops for voice process.

Position Overview:We are seeking a dynamic and experienced Assistant Manager to lead and enhance operations in our Customer Care Call Center specializing in the logistic industry. The ideal candidate will oversee daily operations, optimize customer interactions, and ensure service excellence by leveraging best practices and team collaboration.

Key Responsibilities:1. Team Leadership and Managemento Supervise, mentor, and motivate a team of customer care executives.o Conduct performance evaluations and provide ongoing training to enhance team skills and knowledge.o Develop shift schedules and ensure optimal staffing levels.2. Operational Efficiencyo Monitor daily call center operations to ensure adherence to key performance indicators (KPIs) like first call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT).o Identify and resolve bottlenecks, ensuring smooth workflow and operational effectiveness.3. Customer Experience Enhancemento Handle escalated customer queries and complaints, ensuring swift and satisfactory resolutions.o Monitor and analyze customer feedback to identify areas for improvement.o Drive initiatives to enhance customer retention and loyalty.4. Reporting and Analysiso Generate and present weekly/monthly reports on call center performance metrics.o Conduct root cause analysis on service gaps and implement corrective actions.5. Process Improvemento Collaborate with internal teams to streamline processes and adopt industry best practices.o Leverage technology, such as CRM systems and automation tools, to enhance service delivery.6. Compliance and Standardso Ensure adherence to company policies, industry regulations, and quality standards.o Stay updated with trends and developments in the automobile and customer service sectors.7. FinanceShould be able to manage the Billable hours and sending an invoice to Customer

Graduation is must.

Contact

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