Job Title –Manager / Assistant Manager

Team Size – 50-60

Reporting To –Customer Lead, Tata Capital – NGM India Operations.

Job Description:

The candidate will be responsible to actively manage the inbound customer service contact center for the client.
The candidate should manage client's requirement on a daily basis and schedule deliverables accordingly.
The candidate is the primary interface between the client customer service unit & .
The candidate is responsible to deliver SLAs/ KPIs for the unit
The candidate is responsible for hiring, grooming and mentoring team leaders and new talent for the unit.
Is responsible to manage client escalations & priorities
Is responsible for setting up new processes, changes to existing processes, systems & ensure team members are correctly trained on the same
Performance of Root Cause Analysis and Risk Assessments for key errors for the unit.
To ensure that the units adheres to audit, compliance and Control standards as required by the organization
The candidate be responsible for ops shop with maintaining the client agreed timeliness and accuracy standards.
Is responsible to ensure adequate staffing / shift adherence of associates as per the client requirements.
Will be a backup to his counterpart in the other line of business for operational issues.

Person Specification

Knowledge/Experience:

The position requires the candidate to have Customer service experience at a managerial level
Excellent Communication/ analytical and interpersonal skill
Excellent analytical skills
Excellent interpersonal skills
Preferable to have Banking Domain expertise
Should have managed a team size of at least 50 people

Qualifications:

Essential: Graduate with 6-7 years of contact center experience with at least 2-3 years in a Managerial position.

Desirable: MBA

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