Assistant Manager-Voice-Customer Service

Focus on maintaining and improving process performance, employee satisfaction, and development. Control shrinkage and attrition rates while enhancing quality and productivity. Ensure customer satisfaction and compliance with policies. Regularly update clients, provide root cause analysis and action plans, and proactively communicate. Maintain accurate reporting and be flexible with work hours to meet operational needs.

Graduate

Monitoring process performance and reporting are crucial, with a focus on improving the quality of agents and the team. Applying general understanding, prior business handling experience, and training received during process training for transaction processing is necessary. Business rules are mostly defined, allowing for some discretion within a set threshold.
Training and ramp time are moderate to high, typically between 4 to 6 weeks. You are expected to use a standard format approach in most communications, but may need to respond to unstructured communication in certain situations. Handling complaints and ensuring medium to high compliance with financial, business decisions, and regulatory requirements are also part of the role.