Assistant Manager- Operations

2COMS Consulting Pvt. Ltd.
  • Bangalore
  • Confidential
  • 5-8 years
  • Views
  • 04 Jan 2017

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Job Description
Strategic Planning, Team Management, Performance Management, Operational Management, Hiring, Training and Development, Coaching and Mentoring, Leadership, Attrition Management

- Oversee overall planning and performance of a particular market
-Ownership for overall delivery of service level components, quality and productivity targets & indicators for a particular market
-Determine operational strategies for particular market - conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis
-Actively contribute towards improving operational systems, processes and policies or build efficiency
-Establish technical specifications, and production, productivity, quality, and customer-service standards for particular market
-Long-term planning, including initiatives geared toward operational excellence.
-Contribute to short and long-term planning and strategy for particular market
-Facilitate coordination and communication between support functions.
-Relationship Management: Build sustaining and productive relationships with customers and stakeholders
-Provide leadership, mentoring and coaching for the TL and reps-Oversee and review escalations and the escalations process for the particular market
-Maintain employee performance records; track and report on performance outcomes
-Ownership and problem resolution
-Provide recommendations for product and process development based on customer feedback and analysis of the same.
-Contribute towards hiring and training of reps
-Ensure strict adherence to policies, processes, compliance guidelines among team
-Employee engagement and retention
-Explore new business/revenue opportunities within the existing client base
-Being a key point of contact for internal and external clients
-Maintain track of all pending/open items (internal and external) and ensure closure of the same within in an timely and appropriate manner

Competencies :

Driving For Results: Challenging, pushing the organization and themselves to excel and achieve.
Customer Success: Doing the right thing for customers.
Team Leadership: Leading others to accomplish team goals and objectives.
Motivating Others: Inspiring others to perform well by actively conveying enthusiasm and a passion for doing a good job.
Coaching And Developing Others: Advising, assisting, mentoring and providing feedback to others to encourage and inspire the development of work-related competencies and long-term career growth.
Planning And Organizing: Effectively organizing and planning work according to organizational needs by defining objectives and anticipating needs and priorities.
Conflict Management: Managing conflict between people and effectively resolving sensitive issues.
Decision Making: Making good decisions in a timely and confident manner
Interpersonal Communication: Communicating clearly and effectively with people inside and outside of the organization.
Resilient & self-driven: A proactive & never give up attitude
Business Acumen: Understanding general business and financial concepts, understanding the company's business, and using both general and specific knowledge to be effective.
Responsive & able to build strong relationships with colleagues while focusing on customer delight

Skillsets :
Excellent communication skills (verbal and written)
Ability to collaborate and work across the business to achieve shared success
Proficient in Microsoft Excel, Word and PowerPoint as well as applications to produce reports/ presentations
Ability to set targets, motivate & drive a team of 30 to 40 employees
Managing stakeholder/client expectations
Exposure to basics of Digital Marketing and Web Technologies would be an added advantage
Knowledge on AdWords will be an added advantage

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About Organisation

2COMS Consulting Pvt. Ltd.