Lead Assistant Manager
- Noida, Uttar Pradesh
- Permanent
- Full-time
- Process performance – as per agreed KPI’s
- Attrition - as per agreed KPI’s
- Quality and productivity Improvement - as per agreed KPI’s
- Customer Satisfaction - as per agreed KPI’s
- Level of subject matter expertise - as per agreed KPI’s
- Manage teams and ensure quality and productivity targets are met
- Motivate team members and control attrition
- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
- Provide coaching and feedback to team members to enable them to improve their performance
- Assist new hires such that they are productive on the floor in the shortest possible time frame
- Handle escalations
- Provide inputs on process and system to the team members
- Client Interaction, where required at the level of Supervisors
- Ensure compliance with internal policies and procedures, external regulations and information security standards
- Collect and provide data required for various audits like ISO/COPC etc
- Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy
- Effectively manage queue and balancing of work loads
- Knowledge of the function, process and systems
- Strong people management & leadership skills
- Good Analytical, decision making & problem solving skills
- Good communication & Client Management Skills
- Coaching and Feedback skills
- Ability to perform performance reviews
- Clear written and verbal communication
- Good usage ability of desktop computer systems, MS Office
- Customer Service Orientation
- Quality Orientation
- Empathy for effective on the job coaching and feedback