Assistant Manager BPO
Assistant Manager BPO
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Job Description
Job description
BASIC PURPOSE:
The team leader will manage the people processes and stakeholders for a given process. Manage day-to-day planning thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks (Productivity/TAT/accuracy)
ESSENTIAL FUNCTIONS:
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Ability to lead team size of 50 associates.
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Ability to listen and communicate effectively.
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Should be able to direct team’s effort to meet the set process SLAs consistently.
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Basic understanding of Quality concepts like Lean & waste identification
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Ensure relevant processes are followed on the operational floor.
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Conduct calculations to determine the staffing requirements every quarter. This calculation should be shared with the Managers.
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Manage day-to-day planning thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks.
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Manage and optimize workflows (pipeline and individual work queues) through appropriate.
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Participate in calls with the client to understand expectations provide feedback and reports and resolve queries or escalations.
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Identify facilitate and implement process improvement initiatives to improve efficiency.
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Measure and review the Quality and productivity of the team and provide one to one feedback to ensure high quality and discipline.
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Handle customer complaints and escalations efficiently.
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Manage team absenteeism attrition attendance breaks and conduct.
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Drive Customer Service positively and motivate team members to provide great customer service.
REPORTING RELATIONSHIPS: Associate & Senior Associates
QUALIFICATIONS:
• Minimum 5 to 7 years of experience with 2 years experience as Team Leader
• Bachelor’s degree – any stream.
• Process Transition Experience will be an added advantage.
• Should have good knowledge of MS Excel Power Point and Word.
• Excellent communication skills.
Employment Type
Full Time
