Assistant Manager - Inbound Customer Support Operations

Hexaware Technologies; Navi Mumbai; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Hexaware Technologies in Navi Mumbai is seeking an Assistant Manager to oversee International Premium segment Voice & Email operations, ensuring process adherence and KPI achievement. You will lead a diverse team, drive customer-centric strategies, and manage escalations to maintain service excellence.

The role requires 6+ years of overall experience, including leadership as a Team Lead and at least 1 year as an Assistant Manager in an international inbound call center, with rotational shifts

Qualifications

• Any Graduate or 10th + 12th + 3 year Diploma.

Responsibilities

• Manage and oversee the daily operations of International Premium segment Voice & Email Program, ensuring adherence to established processes and procedures.
• Develop and implement strategies to enhance customer centricity and deliver exceptional customer service.
• Lead, motivate and mentor a diverse team of professionals, fostering a collaborative and inclusive work environment.
• Exhibit excellent problem-solving, critical thinking, and communication skills to address operational challenges and make informed decisions.
• Collaborate with cross-functional teams and stakeholders to ensure seamless operations and align with organizational goals.
• Monitor and analyze performance metrics, identifying areas for improvement and implementing corrective actions.
• Ensure compliance with relevant regulations, policies, and industry best practices.

Skills

Analytical skills

Problem-solving

Team leadership

Escalation handling

Education

Graduate

Diploma

Job description

An Assistant Manager leads, manages, and optimizes daily operations to ensure high productivity and the achievement of client KPIs. The individual is responsible for bridging the gap between client expectations and agent performance by driving process improvements and effectively managing staff performance. Key responsibilities include workforce scheduling, capacity planning, team leadership, and quality compliance. The role involves managing the operations of the Europe Premium Segment Voice & Email Program. The Assistant Manager will ensure efficient and effective operations, foster a customer-centric culture, and lead a diverse team to achieve organizational goals.

Job Responsibilities:

• Manage and oversee the daily operations of International Premium segment Voice & Email Program, ensuring adherence to established processes and procedures.
• Develop and implement strategies to enhance customer centricity and deliver exceptional customer service.
• Lead, motivate and mentor a diverse team of professionals, fostering a collaborative and inclusive work environment.
• Exhibit excellent problem-solving, critical thinking, and communication skills to address operational challenges and make informed decisions.
• Collaborate with cross-functional teams and stakeholders to ensure seamless operations and align with organizational goals.
• Monitor and analyze performance metrics, identifying areas for improvement and implementing corrective actions.
• Ensure compliance with relevant regulations, policies, and industry best practices.

Criteria:

• Any Graduate or 10th + 12th + 3 year Diploma.
• Overall, 6+ years includes 2+ year as a Team Lead/1+ year as an Assistant Manager in any international inbound call center.
• Ability to handle escalations.
• Analytical and problem-solving skills

Shifts timings:

• Rotational Shifts between 12:00 PM and 12:00 AM. Any 9 hours of shift.