Job Description

Job Description: Assistant Manager Desired Profile • 9-12 years of overall post qualification experience in BPO/ITES sector, out of which at least 4 years should have been in Insurance Domain • At least 4 years experience as a People Manager in the BPO/ITES sector • Should have led and manged a team of 25+ direct reportees • Must have excellent verbal and written communication skills • Should have ability to read and decipher operational metrics • Should have strong supervisory skills • Should be structured, organized, and have ability to work in a dynamic fast-paced environment • Prior experience handling new client/process transitions is a plus • Should be comfortable working in night shifts (US Shift) Roles and Responsibilities • PEOPLE o Managing availability on floor and ensuring that everyone adheres to their schedules o Managing Team Performance Productivity, Quality, Efficiency, Shrinkage & Attrition o Training and development of team members by conducting team huddles, coaching sessions, and recognising areas for improvement o Setting clear goals and performance targets for all team members, aligned with overall company objectives and process requirements o Scheduling and organizing shift patterns for team members to ensure adequate rotation and proper staffing to meet SLAs o Create an inspiring team environment with an open communication culture • PROCESS o Managing day-to-day planning and operations of the team o Ensuring that every team member delivers per defined client Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs) o Reviewing processes and making recommendations for improvement in overall performance / CSAT; this includes ideas for continuous improvement o Identifying additional training needs and bridging process gaps o Providing floor support and handling escalations • CLIENT o Enabling team to deliver a superior customer experience o Leading & participating in weekly/monthly client meetings to build and maintain cordial relationships with all client stakeholders o Identifying farming opportunities to ensure sustained growth of existing contracts o Planning, coordinating, and delivering new client transitions seamlessly