Role Responsibilities:
- Manage and monitor SLA’s
- Manage day to day performance of the team
- Leave Management, Schedule Management to ensure smooth operations
- Review daily/weekly/monthly stats for performance of respective team
- Provide coaching and mentoring to Senior Coaching analyst and Frontline analysts
- Be a mentor and assist in training for other analysts
- Identify training opportunities and work with training team to develop training materials and deliver training as needed
- Handle escalated customer contacts
- Acts as a Performance Management Counsellor in year appraised based on the need of the business line
- work towards improving talent survey engagement scores and drive initiatives.
- Maintain relationships with other support groups external to the Contact Center in addition to vendors and carriers
- Maintain good relationship with our client teams
- Review timesheets of the team members
- Provide input for hiring decisions
- Should act as coach, mentor and career counsellor for team members and help them achieve their goals
- Flexibility to work within different shifts mostly Rotational as GCC Technology works 24 x 7
Qualifications
- Minimum of 7 – 8 years of Call Center experience in a contact center with a minimum of 2 – 3 years’ experience in handling 15 – 20 FTE’s
- Any bachelor’s degree required with master’s degree being an added advantage.
- Excellent interpersonal and communication skills, business acumen, the ability to adapt to change and experience in contact center tools.
- Leadership and organizational abilities Desired.
- Excellent people handling skills with expert knowledge of the contact center operations.
- Proven ability to support internal or external business clients
- Self-motivated, team player, action and results oriented
- Excellent organization skills with the ability to multitask. Expert problem solver. Effectively use knowledge and training to resolve issues with good reporting skills.
- A flair to serve the employees living servant leadership principles
- Previous experience of working with Global teams is an advantage
- Understanding the contact center industry, client relationship, understanding market trends and have a strategic mindset to grow the business and solve problems.
- Experience with recruiting and performance evaluation processes
- Ability to perform under pressure
- Willingness to work in rotational shifts including night shifts and working on weekend.
How To Apply For The Job | Assistant Manager – Technology Support at Deloitte
To submit your application, click on the link below and complete all relevant fields on the online application form.
Closing Date: 15th November, 2022