Atidiv Hiring for Assistant Manager – Operations (Customer Support BPO-WFH Rotational) at Pune Full Time

Please fill this google form compulsary: https://forms.gle/YnKKJYtpUWHxTC9Y7

Fill this form only if you have AM CS Experience and copy the link and paste on browser and fill the form.

Introduction to company ATIDIV was built to ignite hyper growth. We are the solution for sustainable and scalable growth. Atidiv is a provider of data science, product development & offshoring solutions for internet and tech businesses. Founded in 2009, we have expanded to 4 cities: Pune, Bengaluru,

Mumbai and Chicago. Today, we serve the movers and shakers of the tech ecosystem in over 30 countries in over 20 different languages. Today, our team is driving the evolution of content management, customer experience, media management, and data analytics for our clients that range from 50 person start-ups to 5000+ strong tech giants.

Designation: Assistant Manager – Customer Service

Role & Responsibilities:

• Manage processes for new and existing clients – Would be handling 2 or more processes at a given point in time
• Process documentation, preparing KPI’s, reports etc
• Training and knowledge transfer
• Client Coordination
• People management – hiring, motivating, recognizing and rewarding, coaching, training and problem solving
• Assist with development, process improvement, analysis and implementation of efficiency or quality initiatives
• Monitor resource utilization & performance, Ensuring there is no billing loss
• Supervising the performance and providing daily direction to a team of Team Coaches and
• Should have hands on Experience in Zendesk/Gorgias Tools.

CEPs to deliver to Organization goals of Service standards and Productivity standards

• Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.
• Achieve stretched targets and be able to take decisions and manage complex/ difficult conflict situations with either customers or employees
• Assisting with process improvement initiatives by coordinating with either other teams in the

Company or within Customer Support for system efficiency enhancement projects, implementation on the floor of engagement programs, reward and recognition programs and staffing , training and scheduling issues

• Effectively manage customer escalations
• Ensure complete participation and contribution in organization/process level initiatives (e.g.

Customer experience Enhancement, Absenteeism & Attrition control) that may be implemented from time to time to improve the quality and efficiency

• Be available for employees that experience work and / or personal problems providing appropriate coaching, counselling, direction and resolution

Education/Skills Required

• Should be a graduate with min 2 years of experience in Customer Service (Voice, Chat email) team for an International Process. (Asst Manager/Group Manager on papers)
• Should have managed 2 or more processes at the same time, with team size of more than 30
• Strong interpersonal, problem solving, negotiating and verbal & written communication skills
• Strong computer knowledge and technical skills (including ease with multiple processes, applications, Advanced Excel, Word, PPT)
• Monitoring and auditing the calls/chats/emails
• Understand Targets and Achieving the same
• Must have handled US/ UK Calls in Present/ Past
• Candidates who’ve worked for B2C internet/retail businesses will be preferred
• Willing to Work in UK/ US Shifts and Rotational

Job Types: Full-time, Regular / Permanent

Salary: ₹750,000.00 – ₹1,100,000.00 per year

Benefits:

• Health insurance
• Internet reimbursement
• Leave encashment
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund
• Work from home

Schedule:

• Monday to Friday
• Night shift
• Rotational shift
• UK shift
• US shift

Supplemental pay types:

• Performance bonus
• Shift allowance
• Yearly bonus

Application Question(s):

• Compulsary Please Fill this google form : https://forms.gle/YnKKJYtpUWHxTC9Y7

Experience:

• Customer support: 2 years (Preferred)

Speak with the employer
+91 8983938494