Lead Assistant Manager

Performance parameters

• 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
  

Role/Responsibility

• 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
  

Competencies & Skills

• 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
  

Values & Behavior

• Customer Service Orientation
• Quality Orientation
• Empathy for effective on the job coaching and feedback
  

Education Requirements

Work Experience Requirements