Infinite is a global leader in digital engineering and ITservices, with over two decades of experience helping clients turn digital transformation into business value. We partner with customers to optimize, modernize and scale their technology landscape – combining leading technologies, innovative platforms and accelerators with practical ...

Assistant Manager

Infinite Computer Solutions India Pvt.<br><br> Ltd.<br><br>Experience 6 to 13 years

Visakhapatanam | NA
Posted On: 18-12-24

Assistant Managers serve as the second point of escalation in the Supplier Facility. Assistant Managers will troubleshoot Customer reported problems, assess CSR and Supervisor abilities and coach CSR and Supervisors to address areas of improvement. Since Assistant Managers are held accountable for team performance, they must have intimate knowledge of key performance indicators at the center, team, and CSR level. They must have the ability to guide CSR and Supervisor behavior and/or motivate team members to positively impact team performance.
Supplier shall provide qualified Assistant Managers to lead teams of Supervisors. Assistant Managers must physically work in the same center as the Supervisors and CSRs to which they are assigned to supervise. Managers work shifts shall align with the shifts of their assigned Supervisors and CSRs to the maximum extent practicable.
Prior to being considered for a Assistant Manager role, a candidate must have (Supplier must comply with any Turbify request to validate previous experience):
o More than five year experience in a contact center
o More than one year of previous supervisory experience.
o Analytical and problem-solving skills including:
o Ability to analyze and identify CSR trends.
o Ability to assess individual and team performance.
o Advanced troubleshooting skills.
o Strong written and verbal communication skills.
o Strong leadership and coaching skills including:
o Ability to take responsibility and own issues (e. g. , escalations, follow-up).
o Exceptional customer service, people, and soft skills.

Role: Assistant Manager,

Industry Type: IT Services & Consulting,

Department: Customer Success, Service & Operations,

Employment Type: Full Time, Permanent

Role Category: Operations

Education

UG: Any Graduate

PG: Any Postgraduate

Key Skills

SupervisorCSRAnalyticalCustomer serviceTroubleshooting

PHPScalaTroubleshooting

NA

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