Lead Assistant Manager

Job Description

• Should be open for night/rotational shifts
• Ensure all KPI's are met regularly
• Proactive communication with internal and external stakeholders on day to day issues
• Timely and accurate reporting of internal/external metrics
• Conduct reviews for team members
• Provide coaching and feedback to team members to enable them to improve their performance
• Lean / 6 Sigma Projects

• Process performance as per agreed KPIs
• Quality and productivity Improvement
• Customer Satisfaction

• Ability to communicate correctly (grammatically and contextually correct) and clearly. Good business writing skills
• Develop strong relationship with external stakeholders
• Manage staffing to meet shrinkage targets
• Improve attrition and ensure its minimum
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible time frame.
• Handle escalations.
• Provide inputs on process and system to the team members.
• Client Interaction, where required at the level of Supervisors.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Collect and provide data required for various audits.
• Ensure that all agents in their process know their goals and how they are linked to the Organization's quality policy.

Competency and Skills:-

• Ability to use the desktop computer systems
• Coaching and Feedback ability.
• Clear written and verbal communication.

• Customer Service Orientation.
• Quality Orientation.
• Empathy for effective on the job coaching and feedback