Assistant Manager - E Commerce
- STARTEK
- 5 - 10 years
- Bengaluru
- 5 years ago
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Job Description
Roles and Responsibilities
Key responsibilities:
- Manages performance and behavior of front line supervisors through effective 1:1 meetings, coaching, and mentor ship.
- Implements performance goals, monitors and evaluates against pre -set goals implementing action plans to resolve performance barriers as needed.
- Regularly review and analyze key metrics across the site to identify root causes and formulate solutions to improve performance
- Create plans to address significant changes and issues like volume changes, type of contact, unusual spike of contacts, etc. and accountable to drive implementation of proposed solutions through Team supervisors to deliver results.
- Oversee effective implementation of short term staffing plan and scheduling adherence in partnership with workflow.
- Responsible for site management in lean staffing periods (e.g. weekend coverage) and resource to overtime requirements.
- Coach and develop associates, advisors and supervisors on career paths for internal promotions and job enrichment opportunities.
- Ensure Team Supervisors have a clear understanding of the performance bar and criteria used to differentiate performance
- Conduct interaction audits to keep in touch with Seller and Associate Experience.
- Actively participates and represent his team members in the annual performance review cycle. Ensures Team Supervisors and Associates are compensated consistent with overall performance reviews, and administers annual compensation planning consistent with guidelines.
- Nurture a culture within the team that consistently demonstrates alignment with leadership principles; visibly ties department decisions to leadership principles and tenets.
Job Requirements:
- Assistant Manager Operations will be responsible for managing various Team Leaders and Teams.
- Be directly responsible for the overall performance of team members.
- Participate in new-hire interviews.
- Conduct performance reviews and team meetings.
- Conduct monitoring and coaching sessions.
- Coordinate with training and quality assurance to identify systemic quality-improvement opportunities.
- Represent the team on special projects/initiatives.
- Competent in all process and technical skills required at Agent level thorough understanding of Metrics requirements and targets.
- Achieve Call Quality requirements as outlined via Call Monitoring Guidelines.
- Achieve Productivity requirements and performance delivery as outlined via Operation scorecard.
- Participate in performance improvement task forces as needed and look at continuously raising the bar for Customer satisfaction.
- Demonstrated flexibility and contributions to creating a team environment.
- Continual enhancement of ones performance.
- Adherence to all company policy and procedures.
- Demonstrate a high degree of integrity in the performance of ones responsibilities.
Desired Candidate Profile
- 5 - 8 years work experience in BPO Operations (Consider only International experience on same designation)
- Good Understanding of BPO Process metrics and ability to work on process improvements.
- Good knowledge of call center basic E-commerce
- Responsible for managing delivery of the process.
- Capable to handle team size of 100-150 employees.
- Provide status around planned V/s progress across delivery functions to internal and external stakeholders.
- Drive performance management across workforce by applying and implementing best in class performance metrics.
- Define, implement and measure different KRA for the workforce leading overall performance improvement.
- Define and implement tangible action plan based on the measurement of different KRAs.
- Managing stakeholders (External, Internal support teams & Clients) in terms of overall service delivery.
- Strong in communication with tactical approach in order to address issues.
Contact details :
Name : Vignesh Kamal S
Mail ID: vi**********l@st****k.com
Contact 9790567***(only through Whatsapp).
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations, Role Category: VoiceRole: VoiceEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Any Postgraduate in Any Specialization, Post Graduation Not RequiredDoctorate: Doctorate Not Required, Any Doctorate in Any SpecializationContact Details:
Company: StartekAddress: Nos., 70, sringar, Krishna Reddy Industrial Area, Hosapalaya, Muneshwara Nagar, Bengaluru, Karnataka 560068Location(s): BengaluruWebsite: https://www.startek.com/+ View Contact
Keyskills: Assistant Manager Team Management Team Handling Client Relationship Management Operations Team Handling PMS E-commerce Delivery Management
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₹ 3,50,000 - 5,50,000 P.A
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