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Assistant Operations Manager

2 months ago

Pune, India IGT Solutions Full time
JD: Assistant Manager-OperationsAs an Assistant Manager you will lead and coach the Team Leads, SMEs on process knowledge and team management in delivering exceptional customer service on voice and e-channels support (email, chat, social-media) while successfully promoting IGT Solutions. You possess proven customer service and contact center operations skills, strong communication, and above all, a desire to help others.

Main Job Responsibilities· Manage a contact center team.· Ensure the team constantly meets or exceeds contractual Timelines and Service Level Agreements· Leading presence in client relationship, meetings and reviews· Quality/AHT/CSAT metrics management – ensure timely download and deployment of process updates and, or product guidelines· Manage team planning, attrition and plan career mapping for agents· Manage daily operations to ensure smooth service delivery, including coordination with key support functions· Build and maintain successful partnerships with internal and external stakeholders, including clients· Ongoing liaison with commercial and senior management teams on billing, SLAs, terms and conditions· Provide feedback, support and guidelines to the team for improved play· Lead and coach the Team Leads, SMEs on process knowledge and team management

Knowledge, Skills, Abilities· Experience in customer service support for the airlines/tourism industries is a strong advantage· Self-starter, independent and customer focused· Strong people motivator, leader and developer, experienced in coordinating multi-cultural teams· Good analytical, communication, leadership, team handling and presentation skills· Highly organized, able to prioritize and work effectively on several ventures simultaneously· Solution oriented, able to find effective ways for helping your team overcome challenges· Excellent written and verbal English knowledge is also a must

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.