FHRM | Jobs | Assistant Manager | Team Leader | Quality Analyst – US Outbound Sales | BigDataKB.com | 03-04-22

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05/04/2022

Job Location: Gurgaon/Gurugram

Being into management, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs).

You must be adept at creating reports of your teams performance.

Interested person can share their cv at “karan.sharma@fhrm.company” or Call 9818485352

Roles and Responsibilities

Monitoring calls and provide regular coaching and mentoring to agents and track low performers in team.
Required to be a part of Client Calls Agent Focus Group Discussions.
Reinforce and drive all product related updates in team and handle escalated calls
Download and maintain CMS reports related to team staffing, AHT track aux adherence and ensure discipline is maintained in team.
Ensure that all compliance related to policy and procedures are adhered to by agents on calls.
Manager has to conduct and manage appraisal discussions (PMS) with agents.
Quality/AHT/Sales/CSAT Metrics – Ensure timely download of process updates/product guidelines.
Manage Attrition and plan career mapping for agents.

Desired Candidate Profile

We need someone who has the skills to call themselves a Leader. Someone with at least one (1) year of relevant experience, managing at least 10 + teammates while working in a sales process within an outsourcing or similar company.
Builds and maintain effective customer / client relationships.
Advance Excel skills and analytical thinking skills.
Problem-solving skills.
Continuous improvement background a plus.
Well organized and attention to details.
Cultural awareness and interpersonal skills
Ability to work under pressure with solution focus approach
Ability to learn ERP systems
Good analytical and problem-solving skills
Selling skill, Influencing Negotiation skills, Presentation skills,
Result Orientation
Ability to assess financial, marketing and operational aspects of new business ideas, Analytical Skills, Database management
Meeting deadlines, verbal written communication skills, MS Office,
Strategic Thinking Alignment, Knowledge Management, Accountability Responsibility

Benefits

Both Side cab + Meal + Health Insurance

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