Assistant Manager - Technology Support at Deloitte

Role Responsibilities:

• Manage and monitor SLA’s
• Manage day to day performance of the team
• Leave Management, Schedule Management to ensure smooth operations
• Review daily/weekly/monthly stats for performance of respective team
• Provide coaching and mentoring to Senior Coaching analyst and Frontline analysts
• Be a mentor and assist in training for other analysts
• Identify training opportunities and work with training team to develop training materials and deliver training as needed
• Handle escalated customer contacts
• Acts as a Performance Management Counsellor in year appraised based on the need of the business line
• work towards improving talent survey engagement scores and drive initiatives.
• Maintain relationships with other support groups external to the Contact Center in addition to vendors and carriers
• Maintain good relationship with our client teams
• Review timesheets of the team members
• Provide input for hiring decisions
• Should act as coach, mentor and career counsellor for team members and help them achieve their goals
• Flexibility to work within different shifts mostly Rotational as GCC Technology works 24 x 7

Qualifications

• Minimum of 7 - 8 years of Call Center experience in a contact center with a minimum of 2 - 3 years’ experience in handling 15 - 20 FTE’s
• Any bachelor’s degree required with master’s degree being an added advantage.
• Excellent interpersonal and communication skills, business acumen, the ability to adapt to change and experience in contact center tools.
• Leadership and organizational abilities Desired.
• Excellent people handling skills with expert knowledge of the contact center operations.
• Proven ability to support internal or external business clients
• Self-motivated, team player, action and results oriented
• Excellent organization skills with the ability to multitask. Expert problem solver. Effectively use knowledge and training to resolve issues with good reporting skills.
• A flair to serve the employees living servant leadership principles
• Previous experience of working with Global teams is an advantage
• Understanding the contact center industry, client relationship, understanding market trends and have a strategic mindset to grow the business and solve problems.
• Experience with recruiting and performance evaluation processes
• Ability to perform under pressure
• Willingness to work in rotational shifts including night shifts and working on weekend.