Purpose and Overview

The purpose of this job description is to attract highly qualified candidates for the position of Assistant Manager at our growing company. As an Assistant Manager, the successful candidate will play a crucial role in supporting the overall operations and management of the company. They will work closely with the management team to ensure the smooth functioning of various departments and contribute to the company's growth and success.

The Assistant Manager will be responsible for overseeing service delivery improvement, operations management, performance metrics, service delivery, team development, and client relationships. They will work on-site at our location in Chennai, Tamil Nadu, and will be expected to possess at least a Bachelor's/College Degree. The ideal candidate will have a minimum of 2 years of experience in a similar role and will be passionate about delivering exceptional results.

Responsibilities

• Service delivery of the processes in the specific timelines.
• Responsible for providing collective business insights back into the Vodafone support teams (on a real time and trends perspective) to ensure that recommendations are prioritized to drive operational targets such as Volume Reduction, FCR, TNPS, NPS, CE and Cost Efficiency.
• Objective to ensure that the contact center resourcing is managed efficiently without compromising the customer experience.
• Identify gaps in the service line talent pool and take appropriate action (select or train people) to bridge the gap.
• Participate in selection process to ensure the right talent is selected in a timely manner.
• Develop, groom and coach team members so that they are able to perform better / as per the business objectives and Caliber culture.
• Will be responsible for ensuring compliance with Agent Administration process to exit agents and ensuring that all agent access and accounts are removed or deactivated.
• Clearly define and communicate KRAs and KPIs for direct Reportees.
• Ensure that direct Reportees systematically define and communicate KRAs and KPIs to subsequent team members, thus affirming all team members have well defined KRAs and KPIs.
• Make sure all team members’ performance is reviewed periodically and clear feedback is provided on a continuous basis.

Client Relationship

• Ensure that a smooth relationship is maintained between the company and the client.
• Appraise the client on the happenings whenever necessary.
• Deliver the data requested by the client in appropriate timings

Requirements

Work Experience

• Minimum 2 years of experience in a similar position with Telecom experience (Inbound/Outbound/Sales/Retention/Back office)
• Experience – relevant experience in Telecom / Call Center Service / prior experience of direct Customer Care interactions in an international (English) Hindi and Malayalam.

Mandatory Skill Sets

• Intermediate management of office Microsoft programs (excel, word, outlook, power point)
• Understands LAN, WAN, OS concepts. Familiar with N/W Topologies, IP Addresses & subnets

Soft Skills Required

• Good communication skills in English & Hindi
• Self-motivated and a good people management skills
• Excellent leadership qualities to motivate and drive the team in the right direction.
• Online time management and active decision making
• Good client interfacing skills

BYJU’S is a global ed-tech company, providing highly adaptive, engaging and effective learning solutions to more than 150 million students around the world. Founded in India in 2011, BYJU’S mission is to make high-quality learning accessible to students everywhere.

The BYJU’S family of brands includes Disney-BYJU’S Early Learn, BYJU’S Future School, Epic!, Osmo, Tynker, Toppr and WhiteHat Jr, along with our beloved flagship product BYJU’S – The Learning App. Together, BYJU’S solutions support Pre-K – 12 education and a wide range of competitive exams. 

BYJU’S delivers a world-class learning experience with tools that sit at the cross-section of mobile, interactive content and personalized learning methodologies. BYJU’S geography-agnostic solutions and 12,000+ teachers make learning engaging, with visual and contextual programs that adapt to the unique learning style, skill level and pace of each student. In addition, we have innovative partnerships with some of the world’s leading companies, including Disney and Google, to drive engagement and help even more students become active and lifelong learners. 

BYJU’S is backed by blue-chip investors including the Chan Zuckerberg Initiative, Sequoia Capital, Bond Capital, Silver Lake, BlackRock, Sands Capital Management, Alkeon Capital Management, Sofina, Verlinvest, Tencent, Prosus (previously Naspers Ventures), CPPIB, General Atlantic, Tiger Global, Qatar Investment Authority, Owl Ventures, Lightspeed Venture Partners, Times Internet, Aarin Capital and IFC. Since 2017, we have completed more than 15 acquisitions, including companies in the U.S., UK, Austria, India and Singapore. 

A 2021 Time 100 Most Influential Company, BYJU’S is headquartered in India, with operations in more than 21 countries globally and learning programs in multiple languages. For additional information, please visit www.byjus.com.