(a) Big Picture Perspective:
Understands the process vision & has the ability to translate the same to the team
Demonstrates an understanding of the impact of team’s performance on sub /process objectives
Reviews own actions against the process objectives
Identifies long term issues, problems or opportunities for the team
(b) Business Acumen:
Appreciates the inter-dependencies between teams/functions
Understands impact of business metrics on profitability
Suggests solutions based on inferences from the data
Demonstrates expertise in functional knowledge
Demonstrates functional expertise to coach/mentor peers/team members
(a) Planning & Organizing:
Cost optimization and maximum utilization of resources for productivity
Comes out with new ideas for process improvements to enhance customer service.
Responsible for preparation of process budget and manpower.
(b) Directing & Monitoring:
Manages day-to-day operations of the Unit, including attendance, attrition and outages, to minimize customer impact.
Manages Average Handling Time (AHT) as per SLAs
Accountable for the production and quality targets of the Unit
Managing the profitability of the process
(d) Problem Solving & Decision making
Is able to identify problems and take decisions independently
Provides solutions to individual and organizational problems
Partner with Customers
a) Relationship Building
Coordinating with the client on process related issues and updates
b) Passion for excellence
Manages daily performance to ensure that all Associates and Team Leads are meeting SLAs.
Meets/exceeds service and quality levels as assigned by Management/Client.
Uphold Our Client/Company values
a) Managing Self
Identify and participate in training / developmental programs
b) Inspiring others / Managing teams
Responsible for driving Unit of Excellence by managing a team size of 60-100 Associates through Team Leads
Works with Cross-Functional Teams to ensure that both internal and external customers needs are met.
Coaches and mentors Associates & Team Leads
Optimum utilization of resource to meet productivity.
Interview candidates to ensure quality of Hire.
Conducting performance appraisals
Identify key people and mentor leaders
Conducting team reviews, submitting progress reports of the team to the Program Lead
Desired Knowledge, skills and
Excellent communication skills (verbal and written)
Ability to exercise tact and good interpersonal skills
Time management skills
Problem solving skills
Self-motivated and a self-starter
Sound Knowledge of English and other regional languages as required
Excellent client relationship Management skills
Good understanding of the Domain
Desired qualifications (including certifications)
Graduates / Post-graduates
Desired years of experience
Minimum 1 yr of experience as a AM
Salary: ₹ Not Disclosed by Recruiter
Industry: Call Center & BPO
[Apply here ]