Assistant Manager - Customer Service - BPO

Vsynergize AI


Date: 1 week ago
City: Pune, Maharashtra
Contract type: Full time
Job Summary

  • We are seeking an experienced Assistant Manager to oversee operations within our BPO team in the telecom domain.
  • This role involves managing day-to-day activities in a high-performance environment focused on the US market.
  • The ideal candidate will possess a deep understanding of the BPO industry and telecom services, exhibit strong leadership skills, and ensure smooth workflow and high-quality customer service.

Key Responsibilities

  • Supervise and manage the BPO team for the US telecom process, ensuring adherence to quality standards, productivity goals, and client requirements.
  • Oversee day-to-day operations, including handling escalations, monitoring team performance, and ensuring process compliance.
  • Collaborate with the Quality Assurance and Training teams to maintain high performance and process standards.
  • Implement and monitor KPIs, ensuring all team members meet or exceed benchmarks.
  • Conduct regular one-on-ones, feedback sessions, and performance reviews with team members.
  • Foster a positive and productive team environment, addressing challenges promptly and encouraging continuous improvement.
  • Manage staffing and scheduling for US rotational shifts, ensuring adequate coverage and smooth shift transitions.
  • Generate and analyze reports to provide insights on team performance, client metrics, and other critical aspects.
  • Engage with clients as necessary, addressing concerns and ensuring high satisfaction 3+ years of experience in a BPO environment, with at least 1 year in a supervisory or assistant manager role.
  • Familiarity with the telecom domain, ideally within a BPO or customer service context.
  • Strong knowledge of US shifts and ability to manage team rotations and offs effectively.
  • Excellent communication, problem-solving, and decision-making skills.
  • Proficiency in using CRM and call center software.
  • Strong interpersonal and team-building skills

(ref:iimjobs.com)

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Project Manager - Quality

Cummins West Africa Limited, Pune, Maharashtra
3 days ago
DescriptionManages, designs and executes project(s) of varying complexity and size in assigned functional area. Partners with business stakeholders; collaborates with appropriate colleagues for administrative and logistics support; and utilizes Project Management skills, tools and methods to ensure a successful project completion. Uses data-based methods to ensure quantitative project measurement, reporting and sustainability of project results.Key ResponsibilitiesLeads multiple projects from assignment...

Job Opening for IT support ; Education : BE, Bsc; Fresher's; (Job Code-RT 1012)

Radical Technologies India, Pune, Maharashtra
1 week ago
Job Opening for IT support ; Education : BE, Bsc; Fresher’s; (Job Code-RT 1012)Apply OnlineInterested candidates kindly apply before 02/11/2023.CV must be in pdf format, saved with your Full name.Hiring for IT support (Fresher)!!!Location: PuneCompany Name: mPHATEK Systems Pvt LtdRole: IT support (Fresher) Location: Pune Salary : 1.80 LPA Education : BE, Bsc, Agreement – 1 year Skills Required As...

Urgent Opening for IT Intern; Freshers;BE/BTECH - CSE or IT(Job Code-RT 469)

Radical Technologies India, Pune, Maharashtra
1 week ago
Urgent Opening for IT Intern; Freshers;BE/BTECH – CSE or IT(Job Code-RT 469)Apply OnlineUrgent Requirement for IT Intern!!Job DescriptionPost: IT InternStipend : 8k-10k PMDuration: 6 monthsExperience: FresherNo. of requirement : 20Education Qualification: BE/BTECH – CSE or ITWork Environment: Work From officeJob Location: Pune Kalyani NagarInterview: Any modeSkill Sets: Basic HTML, CSS and Javascript.Good Communication skills and problem solving skills.Eager to learn...