Assistant Manager EXL/AM/1003887

2 months ago


noida, India exl Full time

Job Description

Primary Responsibility

Performance and People Management

Performance Parameters

(Weightage as defined in the Goal Form)

Performance Management

· Operational Service Delivery – SLA metrics and KPIs (35%)

· Financial – no revenue leakages (20%)

· Process Improvements (15%)

People Management

· Attrition and ESAT (30%)

Role/ Responsibilities

· Manage teams and ensure quality and productivity targets are met

· Motivate team members and control attrition.

· Identify and / or drive process improvement initiatives.

· Provide coaching and feedback to team members to enable them to improve their performance. 

· Assist new hires such that they are productive on the floor in the shortest possible time frame.

· Handle escalations.

· Provide inputs on process and system to the team members.

· Client Interaction, where required at the level of Supervisors. 

· Ensure compliance with internal policies and procedures, external regulations and information security standards.

· Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy

Technical and Process Specific Skills

Client Specific

Soft Skills

:

Basic knowledge of computers and MS Office Product Knowledge and knowledge of systems / applications used Knowledge of Compliance rules and regulations are a part of process / product knowledge Knowledge of SLAs and Client metrics  Webchat experience Good written & verbal communication skills (Should have 12 and above as a CEF ratings / scores) Quality Orientation People Management Problem Solving Result Orientation

· Customer Focus 



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