Job Summary
We are seeking a highly experienced Deputy General Manager for our CHD division with 14 to 18 years of experience. The ideal candidate will have strong technical skills in speaking English and domain expertise in ISV and Hi-Tech industries. This hybrid role requires excellent communication and leadership skills to drive success in our day-to-day operations.
Responsibilities
Manage the overall performance of a team of customer service representatives
Daytoday team management in accordance with requirements and SLAs
Prompt identification and resolution of issues including implementation of preventative measures
Provide high quality agent coaching to ensure proper understanding of products and services compliance in clients policies and delivery of the best customer service
Recruits selects hires and trains new personnel and prepares them to respond to customer questions and complaints
Provide exceptional people management mentorship and career development to members of your team achieve low attrition levels and high employee engagement
Drive team to deliver continuous improvement and productivityquality gains
Flag and escalate business risks timely
Making sure the operations is running as well as it possibly can with a smooth efficient service that meets the expectations and needs of internal stakeholders and the client
Client interfacing
improve operational systems processes and best practices that guarantee organizational wellbeing and efficiencies
Leverage service quality growth and efficiency metric reports to identify areas of opportunity to enhance agent performance and drive achievement of stated goals
Perform quality controls and monitor production KPIs prepare reports and analyze data for your team
Ability to develop and implement strategic processes to increase consistency and promote overall growth of the project
Flexible with timings to support operations