Assistant Manager / Deputy Manager Permanent

Job Duties/Responsibilities:

⦁ Service delivery of the processes in the specific timelines.

⦁ responsible for providing collective business insights back into the Vodafone support teams (on a real time and trends perspective) to ensure that recommendations are prioritized to drive operational targets such as Volume Reduction, FCR, TNPS, NPS, CE and Cost Efficiency.

⦁ objective to ensure that the contact center resourcing is managed efficiently without compromising the customer experience.

⦁ Identify gaps in the service line talent pool and take appropriate action (select or train people) to bridge the gap.

⦁ Participate in selection process to ensure the right talent is selected in a timely manner.

⦁ Develop, groom and coach team members so that they are able to perform better / as per the business objectives and Caliber culture.

⦁ will be responsible for ensuring compliance with Agent Administration process to exit agents and ensuring that all agent access and accounts are removed or deactivated.

⦁ Clearly define and communicate KRAs and KPIs for direct Reportees.

⦁ Ensure that direct Reportees systematically define and communicate KRAs and KPIs to subsequent team members, thus affirming all team members have well defined KRAs and KPIs.

⦁ Make sure all team members’ performance is reviewed periodically and clear feedback is provided on a continuous basis.

Client relationship:

⦁ Ensure that a smooth relationship is maintained between the company and the client.

⦁ Appraise the client on the happenings whenever necessary.

⦁ Deliver the data requested by the client in appropriate timings

Mandatory Skill Sets

⦁ Intermediate management of office Microsoft programs (excel, word, outlook, power point)

⦁ Understands LAN, WAN, OS concepts. Familiar with N/W Topologies, IP Addresses & subnets

Work Experience:

⦁ Minimum 2 years of experience in a similar position with Telecom experience ( Inbound/Outbound/Sales/Retention/Back office)

⦁ Experience – relevant experience in Telecom / Call Center Service / prior experience of direct Customer Care interactions in an international (English) Hindi and Malayalam.

Soft skills required

⦁ Good communication skills in English & Hindi

⦁ Self-motivated and a good people management skills

⦁ Excellent leadership qualities to motivate and drive the team in the right direction.

⦁ Online time management and active decision making

⦁ Good client interfacing skills