Experience:
Working as an Assistant Manager in Concentrix
Skills:
• Driving SLAs
• Process streamlining
• Complaint resolution.
• Driving CSAT
• Presentation
• Team management
• Handling escalations
• Client retention
Additionally:
• Managing B2B backoffice operations through chats.
• Driving SLA and CSAT
• Managing the team roster
• Managing attendance and leaves of the Team.
• Allocating jobs to reporting SMEs.
• Monitoring progress of the team and creating reports, leave records and areas of improvement.
• Conducting team briefings
• Managing attrition
• Define processes and define the flow of information between the teams.
• Driving SLAs and managing the same to meet the required benchmarks
• Managing B2B escalations, with Facebook business accounts
• Auditing chats and chat scrubbings and managing escalations.
• Scrubbing DSAT cases and finding agent opportunities and coaching the agents to fill the required gaps
• Following feedback to gauge the improvement of the team
• Publishing team reports and sharing it with the stakeholders
• Creating flyers for the client
• Develop and implement methods to create, track, measure and communicate processes and systems.
• Monitor the process performance on day to day basis and define corrective & preventive actions & identify improvement opportunities.
• Develop visual and non-visual based SOPs for knowledge-sharing and process improvements.
• Develop Strong process Knowledge.
• Oversee the successful implementation of Projects assigned.
• Prepare reports and maintain records of work accomplishments and administrative information, as required.
• Understand project requirements, coordinate with resources and direct the projects in the right direction in a timely manner.
• Ability to identify strengths and weaknesses of team members and suitably make changes if required.
