Assistant Manager - Team Leader Operations - BPO

Performance parameters
? Sales per hour for agent to team level
? 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

Role/Responsibility
? Upskill and manage sales performance at an hourly/daily/weekly/monthly level
? 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
? Prior Sales Experience preferably International Outbound Cold Calling Sales
? Knowledge of the function, process and systems
? Coaching and Feedback ability
? Clear written and verbal communication
? Effective operations management

Values & Behavior
? Sales Mindset, determined, resilient, perseverant and persistent
? 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

Work Experience Requirements
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 UK client domain and Insurance industry.