DG – Assistant Manager – Customer Care 74 views

Responsibilities

  • Manage noiseless and transparent operations – manage Service Delivery & ensuring that Client Targets exceed expectations month on month.
  • Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps.
  • Lead the way in implementing new technologies in operations and display a strong executive presence
  • Come up with ideas to improve revenue and reduce cost.
  • Responsible for overall performance of the team in terms of productivity & Quality.
  • Conduct sessions with the team to discuss Achievements, Targets and planning to meet the Targets. Facilitate the personal & professional development of the team-members.
  • Review process and people metrics periodically with Internal Management and Clients.
  • Interact with the client partners to understand their concerns & take steps to effectively resolve them.
  • Take the lead in working with digital teams on introducing breakthrough technology solutions into operations
  • Demonstrate lean six sigma framework to drive continuous performance improvement
  • Understand the details of the RCA done, discussing and identifying causes for dissatisfaction among customers and spearheading process improvement initiatives.

Qualifications we seek in you

Minimum Qualifications

  • Graduate with relevant experience in Digital Payments/ Product Support/ Contact Center.
  • Should have prior experience of leading team size of 100 plus.

Preferred qualifications

  • Thorough knowledge of all the key functions of a BPM company Hiring, Training, Transition, Quality, Operations, Pricing etc.
  • Meaningful experience in Digital Payments. In depth knowledge of payments industry, future trends, customer demands, regulatory bodies etc.
  • Excellent communication and interpersonal skills with the ability to learn new processes and systems quickly.
  • Intellectual agility and analytical outlook

More Information

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