Associate Manager
- Tech Mahindra
- 6 - 8 years
- Visakhapatnam
- 11 days ago
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Job Description
***Prior Experience in Ecommerce preferred***
Roles and Responsibilities
- Ensure adherence to the process deliverables (SLAs)
- Work closely with Team leaders to manage team and individual performance
- Handle client interaction and escalations (on calls or in person)
- Closely monitoring daily productivity against the defined Service Level standards
- Perform regular audit checks on client defined compliance requirements
- Coach & monitor Team leads in day to day operations & people handling
- Analyze and generate reports for team performance on processes
- Develop a continuous learning process for the team
- Review / audit transactions performed by team leads
- Supervise and support team members to ensure that delivery is consistent with or exceeds client's quality service standards
- Represent the organization and participate in client visits and reviews.
- Assist Operations Manager in supervisory functions
Key Deliverables (KRA Measure)
- Meet targets on different internal and external KPIs
- Ensure that client escalations are NIL
- Review TL performance on a daily/weekly/monthly basis
- Look after employee engagement and ensure that ESAT for the process is good
- Contribute in different process improvement initiatives
Preferred candidate profile
- Excellent verbal and written communication (English) in an international process
- Candidate must be college or vocational school graduates or possess comparable work experience
- Knowledge of operational process, logical thinking, reporting and analysis
- Ability to prepare and present PowerPoint Presentations
- Ability to handle pressure
- Ability to follow instructions and client requirements within TAT and with accuracy
- Open to change, Multi-tasking skills
- Shows flexibility/ownership & works under pressure situation
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Assistant ManagerEmployement Type: Full timeContact Details:
Company: Tech MahindraLocation(s): Visakhapatnam
Keyskills: BPO Management Call Center Operations Bpo Operations Customer Service Management SLA Management
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Tech Mahindra
Tech Mahindra is part of the US $15.4 billion Mahindra Group and is a leading global systems integrator and business transformation consulting organization, focused primarily on the telecommunications industry. Tech Mahindra helps companies innovate and transform by leveraging its unique insights, d...
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