Assistant Manager Job in Chennai at BYJU'S

BYJU is hiring for the role of Assistant Manager!

Responsibilities of the Candidate:

• Assist with service delivery of the processes in the specific timelines.
• Provide collective business insights back into the Vodafone support teams (on a real-time and trends perspective) to ensure that recommendations are prioritized to drive operational targets such as Volume Reduction, FCR, TNPS, NPS, CE, and Cost Efficiency.
• Ensure that the contact center resourcing is managed efficiently without compromising the customer experience.
• Identify gaps in the service line talent pool and take appropriate action (select or train people) to bridge the gap.
• Participate in the selection process to ensure the right talent is selected in a timely manner.
• Develop, groom, and coach team members so that they are able to perform better / as per the business objectives and Caliber culture.
• Ensure compliance with the Agent Administration process to exit agents and ensure that all agent access and accounts are removed or deactivated.
• Define and communicate KRAs and KPIs for direct reports.
• Ensure that direct Reporters systematically define and communicate KRAs and KPIs to subsequent team members, thus affirming all team members have well-defined KRAs and KPIs.
• Make sure all team members’ performance is reviewed periodically and clear feedback is provided continuously.
• Assist with client relationship:Ensure that a smooth relationship is maintained between the company and the client.
  Appraise the client on the happenings whenever necessary.
  Deliver the data requested by the client at appropriate times.
  

Requirements:

• Work Experience:Minimum 2 years of experience in a similar position with Telecom experience (Inbound/Outbound/Sales/Retention/Back office).
  Experience relevant experience in Telecom/Call Center Service/prior experience of direct Customer Care interactions in international (English) Hindi and Malayalam.
  
• Soft skills requiredGood communication skills in English & Hindi.
  Self-motivated and good people management skills.
  Excellent leadership qualities to motivate and drive the team in the right direction.
  Online time management and active decision-making.
  Good client interfacing skills.
  
• Mandatory Skill Sets
• Intermediate management of office Microsoft programs (Excel, Word, Outlook, PowerPoint).
  Understand LAN, WAN, and OS concepts. Familiar with N/W Topologies, IP Addresses & subnets.