| Job Title: |
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Assistant Manager |
| Category: |
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Operations |
| Total Positions: |
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1 |
| Job Location: |
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Islamabad |
| Gender: |
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No Preference |
| Minimum Education: |
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Bachelors |
| Career Level: |
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Experienced Professional |
| Minimum Experience: |
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8 Years |
| Salary Range: |
|
PKR 0 to 0 per Month |
| Apply By: |
|
Nov 22, 2019 |
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| Job Description: |
- Assist Senior Manager Operations business operations and determine strategies by performing needs assessments, performance reviews, capacity planning and establishing production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Maintain and improve contact center operations by monitoring operational & campaign performance, identifying and resolving problems, preparing and completing action plans, managing system and process improvement and quality assurance plans.
- Evaluate and review performance of team leads and evaluations of subordinates for fairness and consistency in accordance with established guidelines and procedures.
- Ensure effective traffic management through adherence on the floor.
- Guide and monitor Team Leader in achieving client defined daily KPI's.
- Promote a conductive working environment for all employees and ensure discipline on the floor.
- Demonstrate excellent leadership and people management skills to develop and train staff to deliver world class service to client.
- Ensure that Team Leads and staff are equipped with updated knowledge to deliver right solutions to the customers.
- Shall keep the staff motivated, energetic and result oriented to keep the attrition numbers below than 5%.
- Shall suggest process improvements to client and firm to add value.
- Prepare contact center performance reports by collecting, analyzing, and summarizing data and trends.
- Provide details to Project Manager regarding frequent complaints and common problems received from client’s end.
- Develop and ensure effective and efficient communication channels with client to meet pre-defined SLAs.
- Develop and ensure effective and efficient communication channels amongst his teams to achieve the targeted quality level.
- Assist in implementation and maintenance of highest level of quality assurance systems within the contact centre.
- Maintain record of the performance of his team leaders and deliver performance appraisals periodically.
- Ensure that all the Agents / Team Leads on floor are fully updated with all the information sent by Client and relevant stakeholders.
- Present the monthly comparative analysis report to the team and floor performance and action plans for improvements.
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| Company Information |
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Company Name: Abacus Consulting
Company Description:
For over 23 years, Abacus Consulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools. The business value offered by Abacus Consulting has a deep scale, is industry focused and technology driven with a world class delivery capability. We help clients transform their businesses and be the market leaders. We offer a wide range of products and services, including strategy consulting, privatization and public-private partnerships, mergers, acquisitions and divestitures, business advisory services, sector search and research, environmental advisory services, SAP implementation and education, enterprise performance management, supply chain & operations management, application development and management, mobile applications, business process outsourcing, organization design and development, HR surveys, change management and HR functional solutions./p
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