ITeS Operation Management - Assistant Manager

2COMS Consulting Pvt. Ltd.
  • Bangalore
  • 10-15 lakh
  • 9-13 years
  • 12 Oct 2016

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Skill Set:

Minimum of 2 years supervisory experience in a customer service environment, experience within a contact center preferred.
Involved with CSAT or customer satisfaction
Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
Demonstrates ability to analyze data, using the data to drive decision making.
Fosters a positive team environment and collaboration within the site.
Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
Demonstrates effective, clear and professional written and oral communication.
Strong prioritization and time management skills, with a high degree of flexibility.
Ability to embrace constant change with flexibility and good grace.
Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
Demonstrates effective communication, composure, and professional attitude.

Job Responsibilities: .

Manages performance and behavior of 10-15 Associates through effective 1:1 meetings, coaching, and mentorship.
Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.

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About Organisation

2COMS Consulting Pvt. Ltd.