Deputy Manager - Contact Centre

Key Roles & Responsibilities

Primary Role Description: - The Customer Service Assistant Manager is responsible for assisting the Operations Manager / Sr. Operations Manager in managing the day-to-day operations by ensuring all issues are being handled in the required timeframe and the adequate resources supporting the Customers.

 He/She will also be responsible to provide suggestions and assist in making sound decisions based on data driven facts to help the operations team improve their performance, processes, and delivery of key performance indicators. It is also a key role in helping attain efficiency and to optimize performance in order to be more effective in the day to-day operations.

 He/She will lead, coach, develop and mentor a team of Customer Service Agents in the execution of their role in compliance with Company Policy and the Standard Operating Procedures ensuring the delivery of the highest quality of service.

 He/She will Supervise the allocation of work to Customer Service Agents and ensure they carry out their duties in line with the SOPs and quality customer service in line with the company’s standards.

 He/She will manage the Customer Service team ensuring that the department is running effectively to deliver business results through delivery of customer resolution at first place and customer satisfaction to achieve sustained and increment goals.

 Ensure tracking and closure of complaints and remediate the analysis to prevent recurrence of issues  affecting customers.

Key Roles & Responsibilities:

 Real-Time Monitoring: Oversee and manage real-time workforce performance and adherence. Track key metrics to ensure operational efficiency and address issues promptly.

 Operational Reporting: Develop, manage, and deliver comprehensive operational reports that provide insights into workforce performance and trends. Ensure reports are accurate and delivered on time.

 Scheduling: Create and maintain workforce schedules to ensure optimal staffing levels. Adjust schedules based on real-time needs and forecasts.

 MIS Management: Design, implement, and manage Management Information Systems (MIS) for effective tracking and analysis of workforce data.

 Data Analysis: Analyze workforce data to identify patterns, trends, and areas for improvement. Provide actionable insights to management.

 Process Improvement: Continuously seek opportunities to improve processes related to scheduling, reporting, and real-time monitoring.

 Stakeholder Communication: Communicate effectively with various stakeholders to provide updates and resolve issues related to workforce management.

 Compliance: Ensure all workforce management activities comply with company policies and regulatory requirements.

Key Requirements – Education & Certificates

 Graduate from a reputed and UGC recognized university / equivalent global standard.

Certificates: Relevant certifications in data analysis or workforce management (e.g., Certified Workforce Planning Professional (CWPP), Microsoft Certified Data Analyst Associate) are preferred.

 Skills: Outstanding Excel knowledge, including advanced functions and data manipulation. Hands-on experience with Power BI for data visualization and reporting.