Table of Contents
- Introduction
- Company Overview
- Role Overview
- Key Responsibilities
- Key Requirements
- Why Firstsource?
- Conclusion
Introduction
Firstsource is seeking an experienced and dynamic Assistant Manager to oversee and enhance the operations of our Customer Care Call Center in the automobile industry. This role offers a fantastic opportunity to lead a team, improve customer experience, and optimize daily operations for top-tier service delivery.
Company Overview
Firstsource is a leading provider of business process outsourcing (BPO) services across various industries. With a strong reputation for customer-centric operations, Firstsource has been driving exceptional customer experiences for over two decades. The company is known for innovation, operational excellence, and a commitment to delivering measurable results to its clients.
Role Overview
The Assistant Manager will be responsible for managing day-to-day operations in a busy Customer Care Call Center within the automobile industry. Key duties include team leadership, customer experience enhancement, performance tracking, and continuous process improvement. The role requires a strategic thinker who can drive operational success while maintaining high levels of customer satisfaction.
Key Responsibilities
Team Leadership and Management
- Supervise, mentor, and motivate a team of customer care executives.
- Conduct regular performance evaluations and provide training to enhance team skills.
- Develop shift schedules and ensure adequate staffing levels to meet demand.
Operational Efficiency
- Monitor call center operations to ensure KPIs (First Call Resolution, Average Handle Time, Customer Satisfaction) are met.
- Resolve operational bottlenecks and ensure smooth workflow across teams.
Customer Experience Enhancement
- Handle escalated customer queries and complaints, ensuring prompt resolutions.
- Analyze customer feedback to identify improvement opportunities.
- Implement initiatives to drive customer retention and loyalty.
Reporting and Analysis
- Prepare and present regular performance reports to management.
- Conduct root cause analysis to address service gaps and implement corrective measures.
Process Improvement
- Collaborate with internal teams to streamline call center processes.
- Utilize CRM systems and automation tools to improve operational efficiency.
Compliance and Standards
- Ensure compliance with company policies and industry regulations.
- Stay updated with trends in customer service and the automobile industry.
Finance
- Manage billable hours and ensure accurate invoicing to customers.
Key Requirements
Educational Qualifications
- Bachelor’s degree in Commerce (B.Com) or related field.
Experience
- 5+ years in a customer care call center environment, with at least 2 years in a supervisory role.
- Experience in the automobile industry is a significant advantage.
Why Firstsource?
At Firstsource, we offer an exciting, growth-oriented work environment where your contributions are valued. Joining us means becoming part of a dynamic team, committed to delivering excellent customer care and driving continuous improvement. We invest in your professional growth with training, development opportunities, and a supportive culture that fosters success.
Conclusion
If you’re a motivated leader with experience in the customer care sector and a passion for the automobile industry, apply for the Assistant Manager – Operations role at Firstsource today. This is your opportunity to enhance operations, improve customer experience, and contribute to the continued success of a leading company in the BPO industry.