Assistant Manager

2 days ago


Turbhe Mumbai Maharashtra, India Conneqt Business Solutions Full time ₹ 65,000 - ₹ 7,00,000 per year

JD – Team Manager

Qualification:- Graduate mandate

Skills: - Minimum 2+ years of Asst. Manager experience at Banking or BFSI contact centre.

  • Strong leadership abilities to guide, inspire, and manage a diverse team effectively.

  • Excellent verbal and written communication skills to interact with team members, customers, and management.

  • Advanced problem-solving skills to handle complex customer issues and operational challenges.

  • Ability to analyse performance data and identify trends or areas for improvement.

  • Strong focus on customer service and the ability to lead the team in delivering exceptional service.

  • Effective time management skills to handle multiple tasks and responsibilities efficiently.

  • Familiarity with banking systems, CRM software, and contact centre technologies.

Job role: - Oversee daily operations of the team, ensuring that performance standards and targets are met.

  • Manage shift schedules and handle requests for time off to ensure adequate coverage.

  • Foster a positive team environment and motivate team members to achieve high performance.

  • Monitor and evaluate calls, emails, and chat interactions to ensure adherence to quality standards and banking policies.

  • Provide constructive feedback to team members, addressing areas for improvement and recognizing accomplishments.

  • Track key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction scores etc.

  • Identify training needs and coordinate additional training sessions to enhance team skills and knowledge.

  • Support the professional development of team members by identifying strengths and areas for growth.

  • Handle escalated customer issues that require advanced problem-solving and intervention.

  • Implement strategies to enhance customer service quality and address common service issues or complaints.

  • Promote and enforce best practices in customer service to improve overall team performance.

  • Ensure clear and effective communication within the team and between the team and other departments.

  • Prepare and present reports on team performance, customer feedback, and operational issues to management.

  • Address any operational or team-related challenges promptly and effectively.

  • Ensure that the team adheres to banking regulations, compliance requirements, and internal policies.

  • Identify potential risks or issues in processes and work to mitigate them

Worked on Customer service and Email process for Banking contact center/BPO

Graduation is Mandatory

Lesser notice period

Job Types: Full-time, Permanent

Pay: ₹650, ₹700,000.00 per year

Benefits:

  • Health insurance
  • Provident Fund


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