Assistant Manager-Back-End/ Non Voice / Customer Service -Webchat

Manage teams and ensure respective SLA/KPIs are met with major focus on all operational deliverables Assist and mentor the Assistant Manager to come up the learning curve Motivate team members and control shrinkage/attritions Identify and / or drive process improvement initiatives Provide coaching and feedback to team members to enable them to improve their performance Assist new hires such that they are productive on the floor in the shortest possible time frame Handle escalations Provide inputs on process and system to the team members Client Interaction, where required at the level of Supervisors Ensure compliance with internal policies and procedures, external regulations and information security standardsEnsure that all agents in their process know their goals and how they are linked to the Organization’s quality policy