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Am Operations

2 weeks ago

Kolkata, India Dhal Information System Private Limited Full time

**JOB TITLE: AM Operations**

**Location: Kolkata**
- Have Handled any Domestic Inbound Contact Centre Operations
- Good Knowledge of Inbound and Back Office Contact Centre KPI's
- Understanding of CSAT and customer experience
- Should be flexible to work in 24x7 shifts.
- Learn the process and be the product and domain expert
- Good Knowledge on Quality Tools, Excel & PowerPoint Presentation
- Knowledge of operational process, logical thinking, reporting and analysis
- Ability to handle pressure
- Ability to follow instructions and client requirements within TAT and with accuracy
- Open to change, multi-tasking skills, Good Team handling
- Shows flexibility/ownership & can work under pressure situation
- Ability to work with in challenging environment with tight delivery timelines
- Willingness to work in rotational shifts and rotational week offs
- Graduate is a must
- 8 - 10 Years Overall exp in BPO
- 3 Years exp IN AM Role in BPO

**Role and Responsibilities**:

- Key owner in ensuring the SLAs is met
- Supervise, Coach and monitor a group of TLs in day-to-day operations & people management
- Ensure adherence to the process deliverable (SLA's)
- Escalate issues in a timely manner across functions
- Ensure working practices are well operational with mínimal disruption to improve efficiency
- Work closely with all support function teams
- Good knowledge of Tech M & Client Compliance
- Closely monitoring daily productivity against the defined Service Level standards
- Perform regular audit checks on client defined compliance requirements
- Coach & monitor Team leads in day-to-day operations &people handling
- Analyze and generate reports for team performance on processes
- Develop a continuous learning process for the team

**Salary**: ₹350,000.00 - ₹500,000.00 per month

Schedule:

- Rotational shift

Ability to commute/relocate:

- Kolkata, West Bengal: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

**Speak with the employer**
+91 9937726158