Associate Manager Ops

To motivate, develop and mentor team members in a dynamically changing environment
Closely monitoring daily productivity against the defined Service Level standard
Perform regular audit checks on client defined compliance requirements
Coach & monitor Team leads in day to day operations & people handling
People Management, including all HR related issues, as well as staff development
Analyze and generate reports for team performance on processes
Develop a continuous learning process for the team
Assist Operations Head in supervisory functions
Ensure adherence to the process deliverables (SLA's)
Review / audit transactions performed by team leads
Supervise and support team members to ensure that delivery is consistent with or exceeds client's quality service standards
Working closely with Team Leaders to manage Team and Individual Performance, drawing action plans for the team

Educational Qualification required for the position.
Any Graduate
Functional Competencies and skill sets required for the position
Should possess experience in to international Voice/Chat process, from Telecom Background.
Experience in managing ISP Operations with relevant domain knowledge
Good command over spoken and written English
Candidate should be ready to work in a 24
* 7 environment
Should have a flair for Customer Service, Technical, Billing & Sales
Persuasive Speaking Skills
- Able to understand customer's needs and to add value to client by selling aggregated values
Highly energetic and self-motivated
- Able to keep himself with a positive attitude despite customer's objections
Customer Focus
- Taking action to exceed Customer expectations. This includes asking accurate questions, identify customer needs, summarize the steps to be taken, and following up to ensure the Customer was satisfied with the results based on client's individual needs
Multi-Tasking
- Accurately & efficiently performing multiple responsibilities & frequently moving from one activity to another without losing focus & without impacting client satisfaction efficiently
Ownership
- Taking responsibility for one's own actions and holding others accountable for theirs; assuming responsibility for a job well done; being dependable, hardworking and focused on doing whatever is necessary to get the job done; demonstrating a commitment and pride in one's own work
Positive Attitude
- Viewing the world in a positive and optimistic manner
Problem Solving
- Being able to resolve problems that involve people, things, and processes requiring general logic and common sense. This may include gathering relevant information, considering alternatives, and drawing logical conclusions based on facts
Processing Speed
- Quickly interpreting and then responding to information. This includes quickly understanding the meaning of information and then providing an appropriate response
Quality Focus
- Paying attention to and being able to identify small differences, mistakes or defects. This also involves being able to know when something is wrong or is likely to go wrong