Assistant Operations Manager

Greetings from Live Connections

• Job Title: Assistant Manager - Operations
• Area: Inbound Operations
• Location: Hyderabad
• Salary: 6 LPA
• Working Hours: 6 days per week (1 Rotational Off)

Minimum Qualifications

• Education: Graduate degree.
• Experience: 4+ years of experience in handling teams. At least 15-20 Team leads
• Domain Expertise: Must have experience in a domestic BPO as a Process Assistant Manager.
• Current Role: Must currently be working in an Inbound Voice Process.
• Skills: * Strong understanding of inbound metrics.
• Excellent oral and written communication and interpersonal skills.
• Leadership qualities with experience handling large teams.
• Flexibility and a positive attitude.

Main Responsibilities

Design and deploy local procedures and operations to enable the fluid and clear deliveries

Own process and manpower.

Formulate break through strategies for Operational Excellence.

Bring best practices of industry to the table.

Manage people and performance by matrices.

Train, develop and deploy Team Leaders.

Report and improve on performance levels of all team members, using a coaching enabling style at all times

. Schedule staff in line with expected call volumes/expected manning.

Collect, collate and analyze statistics relating to the output of the Centre then discuss with staff, highlighting

To meet the customer service standards, remaining courteous, professional and polite at all times.

Attrition control.

Update customer information accurately on computerized/intranet

Complete control over team.

Liaise with organizational departments within the organization.

Contribute to the overall achievement of the Process levels by achieving agreed personal/SLA targets.

Be a constructive and positive communicator at all times and all levels.

Provide clear, concise and accurate information in response to enquiries.

Be familiar with and comply with the customer service and administration policies and procedures

. Apply statistical procedure to analyze data.

Strong understanding of the technology in application to facilitate business

. Conscious towards quality and compliance.

Ability to manage manpower status and team activities within budget.

Design and implement Rewards and Recognition programs.

A leader in MIS.

Apply on [Confidential Information]

7995831110