Job Description

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Education Mandatory: Graduates from any stream Desirable: o Minimum 5-8 year of work experience in a Domestic Premium segment Voice/Chat Program from premium contact centers. o Minimum 5 year of work experience in a Domestic Premium segment Voice/Chat Program, with minimum of 2 years as an Assistant Manager o Prior experience in managing excellent customer centricity is desired Experience o Minimum of 2 years as an Assistant Manager o Needs to be high on responsibility and ownership o Should have managed multiple processes and ensured delivery within timelines o Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost o Extensive experience with telephony and workforce management software programs o Experience required with inbound/outbound contacts and back office preferred - experience integrating multiple channels into a service model o Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit; o Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities o A commitment to being attentive, persistent, and flexible. Also protective of the integrity and purpose of our organization Technical Competencies: o Ensure ownership for workplace (resolution of all admin, tech issues, etc.) o Enable people to excel through grooming and regular feedback o Derive valuable insights for improvement through innovation o Set up and sustain a robust quality and training framework within teams o Increase people engagement, ensure communication and feedback o Value Added Services /process improvement leading to business benefits o Ensure robust risk and compliance practices maintained o Participate in selection process to ensure the right talent is selected in a timely manner o Ensure transparency and adequate communication across all levels

Skills Required