Assistant Manager- Operations International Voice Process

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"Interested candidates can call and email their updated resume."

HR Name: Lydia Rajan

Contact :

Email Id:

Job Responsibilities:

• Oversee overall planning and performance of a particular market.
• Sales experience is preferable
• Ownership for overall delivery of service level components, quality, and

productivity targets & indicators for a particular market.

• Determine operational strategies for a particular market - conducting needs

assessments, performance reviews, capacity planning, and cost/benefit analyses.

• Actively contribute towards improving operational systems, processes, and

policies or build efficiency.

• Establish technical specifications, and production, productivity, quality, and

customer-service standards for the particular market.

• Long-term planning, including initiatives geared toward operational excellence.
• Contribute to short and long-term planning and strategy for the particular

market.

• Facilitate coordination and communication between support functions.
• Responsive & able to build strong relationships with colleagues while focusing

on customer delight.

• Provide leadership, mentoring, and coaching for the TL and reps.
• Oversee and review escalations and the escalations process for the particular

market.

• Maintain employee performance records; track and report on performance

outcomes.

• Ownership and problem resolution.
• Provide recommendations for product and process development based on

customer feedback and analysis of the same.

• Contribute towards hiring and training of reps.
• Ensure strict adherence to policies, processes, and compliance guidelines

among the team.

• Employee engagement and retention.
• Explore new business/revenue opportunities within the existing client base.
• Being a key point of contact for internal and external clients.
• Maintain track of all pending/open items (internal and external) and ensure

closure of the same within in a timely and appropriate manner.

Core Competencies:

• Driving For Results: Challenging, pushing the organization and themselves to

excel and achieve Customer Success: Doing the right thing for customers.

• Team Leadership: Leading others to accomplish team goals and objectives.
• Motivating Others: Inspiring others to perform well by actively

conveying enthusiasm and a passion for doing a good job.

• Coaching And Developing Others: Advising, assisting, mentoring and providing

feedback to others to encourage and inspire the development of work-related competencies and long-term career growth.

• Planning And Organizing: Effectively organizing and planning work according to

organizational needs by defining objectives and anticipating needs and priorities.

• Conflict Management: Managing conflict between people and effectively

resolving sensitive issues.

• Decision Making: Making good decisions in a timely and confident manner
• Interpersonal Communication: Communicating clearly and effectively with

people inside and outside of the organization.

• Resilient & self-: A proactive & never give up attitude
• Business Acumen: Understanding general business and financial

concepts, understanding the company's business, and using both general and specific knowledge to be effective.

• Relationship Management: Build sustaining and productive relationships with

customers and stakeholders.

Whats in it for you? Constant Learning and an entrepreneurial growth mindset. Employee-centric benefits plan including but not limited to Comprehensive Health Insurance, generous Leave Policy, Covid Support, Vaccination drives, Well-being sessions, real-time grievance redressal, and work flexibility. We are a people-first organization with policies and processes that help you bring the best version of yourself into work including fast-track growth for high-potential folks. An opportunity to be associated with the worlds leading brands as clients. To be a part of an organization with more than 60% of homegrown Leaders. Customized training programs that are catered to personal and professional development. We are an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success.