Urgent Hirings For Assistant Manager role-Hyderabad location
- Tech Mahindra
- 5 - 10 years
- Hyderabad
- 3 months ago
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Job Description
Role & responsibilities
Preferred candidate profile
- Strong Analytical skills with an ability to draw conclusions from data.
- Process improvements/ optimization done for the respective process.
- Ability to think Out of box and provide solution to Agents.
- Understanding of the Business situation and capability to address issues.
- Open to go beyond the call of the duty to exceed expectations.
- Patience while giving feedback, Open to change, multi-tasking skills, Interpersonal skill.
- Reports Ability to work on data and generate various types of reports.
- Able to work in multiple processes; flexible and eager to pick additional responsibilities/ activities.
- Must be able to conduct audits, trainings, floor support and supervise shifts (if required)
- Driving quality initiatives in the team to minimize Escalations to L2
Key Deliverables (KRA/Measure):
- Should be able to handle multiple LOBs
- Should be able to train new hires and take ongoing / refresher batches.
- Should be able to handle & achieve the departmental requirements.
- Have knowledge of different policies and procedures
- Maintaining secrecy of data
- The candidate should have excellent problem-solving capabilities and lateral thinking skills.
- Good Knowledge of Products, Tools and troubleshooting procedures (Domain specific)
- Eye for detail and aggressive in plan execution/implementation
- SMEs will continue doing regular production work in addition to added responsibilities.
- Ability to map processes, define process, and execute them.
- Ability to view the issues end-to-end and develop action plans with tangible deliverables.
- Good interpersonal skills and conflict management skills.
- Exceptional Client management (internal/external stakeholder) skills.
- Excellent skills on Data Analysis / Analytical Skills / Reporting.
- The candidate should have excellent problem-solving capabilities and lateral thinking skills.
- Ready to work at any level in the organization for the deliver on targets.
- Ability to handle pressure and a natural go getter.
- Ability to lead associates and drive Quality culture.
- Eye for detail and aggressive in plan execution/implementation.
- Client communication: Reviews, Business planning/forecasting, Escalations
- Capacity & delivery plan.
- Performance management.
- Conduct periodic & need driven team reviews & meetings.
Knowledge of operational process, logical thinking, reporting and analysis
- Should be open to work 24/7
- Ability to follow instructions and client requirements within TAT and with accuracy.
- To handle day to day operations of multiple processes
- To work on client escalations if any
- Ensure monthly billing and invoicing activities with the client are completed on time, without delay.
- Prepare monthly / quarterly dashboards for management reviews.
- Conduct operations / governance calls with the customers.
- Taking an ownership of transitioning activities on the deals won Shows flexibility/ownership & works under pressure situation.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Assistant ManagerEmployement Type: FreshersContact Details:
Company: Tech MahindraLocation(s): Hyderabad
Keyskills: Customer Service Assistant manager Customer Management Customer Handling International Voice Process Client Management Escalation Management Attrition Management SLA Shrinkage Control International BPO Issue Resolution
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Tech Mahindra
Tech Mahindra Limited is an Indian multinational provider of information technology (IT), networking technology solutions and Business Process Outsourcing (BPO) to the telecommunications industry. Tech Mahindra is a US$4.2 billion company with over 117,000 employees across 90 countries. It provide...
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