Job Description

:
Role Assistant Manager
Department: Operations
Span of Control: 10-35 Persons
Reports to: Manager
Responsibility Level: Assistant Manager
Positions reporting into this role: CCE, Sr. CCEs, IC, SMEs and Process Trainers
Primary Responsibility
Transaction Monitoring to Improve Performance.
Performance Parameters

• Process performance as per agreed KPIs
• Quality and productivity Improvement
• Customer Satisfaction
• Level of subject matter expertise

Role/ Responsibilities

• 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 Organizations quality policy.

Competencies & Skills
Values & Behavior
: * Knowledge of the function, process and systems.

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

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