j o b h u b
Apply For This Job
  • AM OPS

    Mohali & Chandigarh

  • Salary

    40,000 - 65,000 INR

  • Work Mode

    Work From Office

  • Job Type

    Full Time

  • Working Shift

    Day Shift, Night Shift, US Shift

Required Skills

  • Good Knowledge of Inbound and Back Office Contact Centre KPI's
  • operational process
  • logical thinking
  • reporting and analysis
  • Key owner in ensuring the SLAs are met

Job Description

•             Good Knowledge of Inbound and Back Office Contact Centre KPI's

•             Understanding of CSAT and customer experience 

•             The candidate should also have excellent problem solving capabilities and lateral        thinking skills

•             Should be flexible to work in 24x7 shifts.

•             Learn the process and be the product and domain expert

•             Good Knowledge on Quality Tools, Excel & PowerPoint Presentation

•             Knowledge of operational process, logical thinking, reporting and analysis

•             Ability to handle pressure

•             Ability to follow instructions and client requirements within TAT and with accuracy

•             Open to change, Multi-tasking skills, Good Team handling

•             Shows flexibility/ownership & can work under pressure situation

•             Ability to work with in challenging environment with tight delivery timelines

•             Willingness to work in rotational shifts and rotational week offs

Role and Responsibilities:

•             Key owner in ensuring the SLAs are met

•             Supervise, Coach and monitor a group of TLs in day to day operations & people management

•             Ensure adherence to the process deliverable (SLA's)

•             Escalate issues in a timely manner across functions

•             Ensure working practices are well operational with minimal disruption to improve efficiency

•             Work closely with all support function teams

•             Good knowledge of Client Compliance

•             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

Candidate Specifications & Qualification:

  • Any Graduate/Post Graduate
  • 8 – 10 Years Overall exp in BPO
  • 5 Years exp IN AM Role in BPO