Assistant Manager

Assistant Manager/Team Leader - BPO
Drive overall performance and manage Utilities & Insurance voice processes within Sales & Service. Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance and lead process meetings / calls. In addition to call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Attrition management will be a prime deliverable.

Customer Satisfaction - as per agreed Key Success Factors.

Process performance - as per agreed KSFs.

Attrition - as per agreed KSFs.

Quality and productivity Improvement

Level of subject matter expertise - To be able to support team queries

Any other essential function that may occur from time to time as directed by the Supervisor.

Responsibility:

Manage teams and ensure customer sati...