Asst. Operations Manager

Full Time Salary: Rs. 35,000 to Rs. 45,000 per month CTC (As per qualification and experience). Other benefits include Provident Fund, Medical Insurance, Festival Bonus.

DETAILED JOB DESCRIPTION/REQUIREMENTS

Job category: Operation

Job Summary

Kalash Services Pvt. Ltd is looking for experienced Asst.Operations Manager to manage its BPO operations of domestic Call Center clients.

Skill Sets:

• Excellent leadership and interpersonal skills;
• Should be flexible with working hours and days as per work requirement;
• Ability to manage and motivate staffs within a team environment;
• Proficiency with office packages specially Excel ;
• Ability to prioritize work and workloads across the team;
• Customer service experience in a call center setting is preferred

Core Job Responsibilities

• Manage the contact center operations for better productivity and production.
• Ensure hiring of right contact center agents and manage their continuous improvement.
• Ensure that management of agentsarein place for smooth operation of the contact centerto manage the call flow at various time and shifts.
• Manage and improve the productivity of agent performance and act based on it.
• Manage weekly scheduling is in place based on call volume forecast.
• Meet various targets for Agent login, call per agent, Abandon rate and various KPIs.
• Be able to train, counsel, motivate agents and shift supervisors on production, productivity, discipline and attitude related issues.
• Conduct various activities to engage employees to make better working environment.
• Forecast Employee requirements and work with recruitment team to achieve PRF targets.
• Keep close eye on absenteeism, tardiness and attrition and be able to manage and control.
• Conduct or assist in conducting various training program and orientations.
• Lead and manage various HR policies and processes and be part of the same.
• Listen to various calls and conversations and provide feedback or conduct hearings and actions. 
• Provide regular reporting on various Operational and HR related work progress.
• Be part of various business development activities and marketing for the company and its services.
• Manage Operations and HR departments in leading role.

Interested candidates are requested to send their updated CV to hr.kalashservices@gmail.com