Assistant Manager-Support Services

2 weeks ago

bangalore, India BETSOL Full time

Description

Years of Experience:

Minimum of 3 – 5 years’ experience as Sr. Team Leader / Asst Manager or Manager in IT or ITSM industry

Key Purpose:

The Assistant Manager / Manager Operations for the Support Services must be a highly focused person who will ensure a top quality results-oriented and highly successful Operations team. He must be revenue focused and results driven and able to take on high targets and keep the team motivated to achieve the goal. This is a role consisting of the three major responsibilities of: End to end Service Delivery, Client relationships & Team Management.

 Key Role & Responsibilities:

Client responsibilities:

Responsible for driving the teams and delivering monthly / quarterly goals

Effective engagement with the client SPOCs through pro-active communication and regular reviews

Leading, motivating and assisting a team of Technical and Customer Support Specialists and deliver individual goals

Mastering the process knowledge required for operational delivery for clients

Impart the product knowledge to team members as required

Align with client's strategies and drive the initiatives for improvement in KPIs

Ensure the Improvement in team's skills through regular feedback, coaching and training activities and to keep them motivated all the time

Reports:

To prepare action plans (as required) to address performance issues (if any)

To prepare Weekly, Monthly and Quarterly Business reviews for the management and client and present the same

Organizing and Planning:

Continuously drive and improve efficiency metrics like productivity, quality and NPS

To manage the day-to-day planning, operation and problem-solving of a team of agents and ensure smooth running of the operations

Consistently meets deadlines

Team Performance :

To get an update on team's performance and present it to Senior Leadership Team

To discuss & review functional issues and perform RCA, and agree on actionable items

Present weekly/monthly performance to Senior Leadership Team

Employee development, Motivation and retention

Train, coach and motivate team members and supervisors

Create an environment that motivates high performance and supports the loyalty and retention of employees

Conduct timely meetings to ensure open communication and devise an action plan to address issues/ concerns raised

Manage the conflict resolution among the team members

Key Skills Required:

Should have managed multiple International BPO clients with teams size of (30 – 50 members)

Should have relevant experience of 6 - 8 years

Hands on experience in managing end to end operations & service delivery

Extremely strong in team management and BPO processes, preferably BPO Customer Service and Technical Support background

Excellent communication skills in English - Written & Verbal

Strong knowledge and exposure to Quality and Process Improvement techniques

Good analytical and listening skills

Good leadership skills


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