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 satisfaction, quality and productivity targets are met
Motivate team members and control attrition
Complaint and escalation management
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
Client Interaction, where required – Daily/Weekly/Monthly
Ensure compliance with internal policies and procedures, external regulations and information security standards.
Collect and provide data required for various audits like GI/Internal Audit
Effectively manage queue and balancing of work loads

Competencies & Skills:

Knowledge of the function, process and systems
Coaching and Feedback ability
Clear written and verbal communication
Effective operations management
Customer Service Orientation.
Quality Orientation.
Empathy for effective on the job coaching and feedback.

Education Requirements:

Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
Minimum 3 years of work experience in Business Process Off-shoring.
Should have at least one year of supervisory experience in international Voice business, preferably in the Utilities & Gas or Insurance industry.

Assistant Manager - BPO