Assistant Operations Manager

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our rightshore delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website www.firstsource.com

Job location : Hyderabad

Position :Assistant Operations Manager.

Division : BPO- 6 days working & Day Shifts

Experience : 5+ years of experience as Team handling and 2 yrs as Assistant Manager -Ops for voice process.

Position Overview:

We are seeking a dynamic and experienced Assistant Manager to lead and enhance operations in our Customer Care Call Center specializing in the automobile industry. The ideal candidate will oversee daily operations, optimize customer interactions, and ensure service excellence by leveraging best practices and team collaboration.

Key Responsibilities:

1. Team Leadership and Management

o Supervise, mentor, and motivate a team of customer care executives.

o Conduct performance evaluations and provide ongoing training to enhance team skills and knowledge.

o Develop shift schedules and ensure optimal staffing levels.

2. Operational Efficiency

o Monitor daily call center operations to ensure adherence to key performance indicators (KPIs) like first call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT).

o Identify and resolve bottlenecks, ensuring smooth workflow and operational effectiveness.

3. Customer Experience Enhancement

o Handle escalated customer queries and complaints, ensuring swift and satisfactory resolutions.

o Monitor and analyze customer feedback to identify areas for improvement.

o Drive initiatives to enhance customer retention and loyalty.

4. Reporting and Analysis

o Generate and present weekly/monthly reports on call center performance metrics.

o Conduct root cause analysis on service gaps and implement corrective actions.

5. Process Improvement

o Collaborate with internal teams to streamline processes and adopt industry best practices.

o Leverage technology, such as CRM systems and automation tools, to enhance service delivery.

6. Compliance and Standards

o Ensure adherence to company policies, industry regulations, and quality standards.

o Stay updated with trends and developments in the automobile and customer service sectors.

7. Finance

Should be able to manage the Billable hours and sending an invoice to Customer

Graduation is must.

Contact details

Ishika

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