Assistant Manager
Magus Customer Dialog Pvt. Ltd. Sunrise Centre No. E-2-3 Block EP-GP 4th Floor, Sector V, Saltlake,
Total des années d'expérience :5 years, 7 Mois
Supervising the *Operations* *Activities*:Co-coordinating with the team Leaders and agents, taking care of SLA;Shrinkage, Roster, attendance of all the employees. Ensuring that the Targeted Service Level with the Client is met on a daily basis.Managing leaves, giving approval for exceptions, and also deal with the Client for different Operational Aspects. Looking after the car drops & pickups as per the shifts, and coordinating with the Administration Department for the same.Taking care of all the activities over the floor and maintaining coordination between all departments, be it HR, Training or Quality. Also give Monthly Reviews to the Management of the performance.
Assistant Manager- Customer Dialog 1 Feb.'11 to 16 Feb.'12
Received Appreciation mail from dealer for giving proper resolution & good
quality.
Received Appreciation letter from MAGUS also for less ATT ( Average Talk Time) & good Quality also.
Got the Certificate from Airtel on Sucessful completion on white Belt Training
Received Appreciation from Operation Manager / Regional Manager / Managing
Director of MAGUS
For Front Line Team Leader.
Received Appreciation from Operation Manager / Regional Manager / Managing
Director of MAGUS
For Best Assistant Manager.
Job Description and responsibilities: Job Profile as an Assistant Manager: Looking after the *Operations*
*Activities*:Co-coordinating with the team Leaders and agents, taking care of
SLA;Shrinkage, Roster, attendance of all the employees. Ensuring that the Targeted
Service Level with the Client is met on a daily basis.Managing leaves, giving approval for exceptions, and also deal with the Client for different Operational Aspects. Looking after the car drops & pickups as per the shifts, and coordinating with the Administration
Department for the same.Taking care of all the activities over the floor and maintaining
coordination between all departments, be it HR, Training or Quality. Also give Monthly
Reviews to the Management of the performance.
Job Profile as a Team Leader: Handling a Team of 45-60 Cdes.
To Manage Team is essential to said goals & realize to achieve goals require
interdependence among Team.
Collecting and Escalating Floor Issue on a day wise.
Maintaining the SLA's, AHT, ACW, HOLD on floor.
Conducting Team meetings to set up targets on a weekly basis and to inform their
Individual performance.
Motivating Team members helping them in weak area like products, system related that
they can furnish with positive and confidential Information to the customer.
Job Profile as a Customer Care Executive: Handling customers queries and solving them.
Helping new agents on floor, budding with them.
Taking extra initiative on floor to help new associates.
Supervising after the *Operations* *Activities*:Co-coordinating with the team Leaders and agents, taking care of SLA;Shrinkage, Roster, attendance of all the employees. Ensuring that the Targeted Service Level with the Client is met on a daily basis.Managing leaves, giving approval for exceptions, and also deal with the Client for different Operational Aspects. Looking after the car drops & pickups as per the shifts, and coordinating with the Administration Department for the same.Taking care of all the activities over the floor and maintaining coordination between all departments, be it HR, Training or Quality. Also give Monthly Reviews to the Management of the performance.
Handling a Team of 45-60 Cdes.
To Manage Team is essential to said goals & realize to achieve goals require interdependence among Team.
Collecting and Escalating Floor Issue on a day wise.
Maintaining the SLA’s, AHT, ACW, HOLD on floor.
Conducting Team meetings to set up targets on a weekly basis and to inform their Individual performance.
Motivating Team members helping them in weak area like products, system related that they can furnish with positive and confidential Information to the customer.
Handling a Team of 45-60 Cdes.
To Manage Team is essential to said goals & realize to achieve goals require interdependence among Team.
Collecting and Escalating Floor Issue on a day wise.
Maintaining the SLA’s, AHT, ACW, HOLD on floor.
Conducting Team meetings to set up targets on a weekly basis and to inform their Individual performance.
Motivating Team members helping them in weak area like products, system related that they can furnish with positive and confidential Information to the customer.
Handling a Team of 45-60 Cdes.
To Manage Team is essential to said goals & realize to achieve goals require interdependence among Team.
Collecting and Escalating Floor Issue on a day wise.
Maintaining the SLA’s, AHT, ACW, HOLD on floor.
Conducting Team meetings to set up targets on a weekly basis and to inform their Individual performance.
Motivating Team members helping them in weak area like products, system related that they can furnish with positive and confidential Information to the customer.
Handling customers queries and solving them.
Helping new agents on floor, budding with them.
Taking extra initiative on floor to help new associates.
•Received Appreciation from Operation Manager / Regional Manager / Managing Director of MAGUS •For Front Line Team Leader •Received Appreciation letter from MAGUS also for less ATT ( Average Talk Time ) & good Quality also. •Received Appreciation mail from dealer for giving proper resolution & good quality.. •Received Appreciation from Operation Manager / Regional Manager / Managing Director of MAGUS For Best Assistant Manager
Bachelor Of Arts from Kidderpore College under Kolkata University.
