Lead Assistant Manager

Lead Assistant Manager

Department: Operations 

Span of Control:  20-30 Persons

Reports to: Manager

Responsibility Level: Assistant Manager

Positions reporting into this role: CCE, Sr. CCEs, IC, SMEs and Process Trainers

Primary Role: -

1. Should be open for night/rotational shifts

1. Ensure all KPI’s are met regularly
2. Proactive communication with internal and external stakeholders on day to day issues
3. Timely and accurate reporting of internal/external metrics
4. Conduct reviews for team members
5. Provide coaching and feedback to team members to enable them to improve their performance

Performance Parameters:- 

• Process performance – as per agreed KPIs
• Quality and productivity Improvement
• Customer Satisfaction

Roles/Responsibilities:- 

• Ability to communicate correctly (grammatically and contextually correct) and clearly. Good business writing skills
• Develop strong relationship with external stakeholders
• Manage staffing to meet shrinkage targets
• Improve attrition and ensure its minimum

• 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.
• Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy.

Competency and Skills:- 

Knowledge of the function, process and systems.

• Ability to use the desktop computer systems
• Coaching and Feedback ability.
• Clear written and verbal communication.

Values and Behavior 

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