Assistant Manager

A4 to A5
Or
P3 to P4
•    Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable)
•    Min 2 years' experience in the current role
•    No Warning Letter issued in the past 6 months
•    Mandatory E-learning courses certified wherever applicable

Responsibilities

•    Maintaining the agreed Service Level as per defined KPI
•    Maintaining the agreed Answering Level as per defined KPI
•    Maintaining the agreed External Quality Score as per defined KPI
•    Managing the Manpower & Assets Productivity
•    Managing the TL – CCE Span as per the agreement with client
•    Coordinate with support functions for recruitment/ on boarding/ training
•    Review performance at least once every month with the team
•    Documentation and compliance of ISO processes
•    Managing the Attrition% as per the defined KRA's
•    Managing & further improving the CSAT Scores as per defined KPI's
•    Maintain the L2 level manpower
•    Responsible for Controlling attrition
•    Analyze MIS reports; identify trends and take appropriate action on the same

Qualifications

Graduation