Technology -Assistant Manager - Deloitte Support Services India Private Limited
Are you passionate about leading people and helping them grow through coaching and mentoring? Do you think you have strong leadership qualities and can motivate people? Do you have the customer service attitude who can help develop strong teams like you? Are you one who can develop strong network and relations with Clients, People and Customers? Then, look no further. This is a unique opportunity to be part of the Technology team if you are a detailed oriented with an inclination to Technology, independent worker with strong customer service and leadership skills.
Work you’ll do
· 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 Sr. 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 delivertraining as needed
· 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 Counselor 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
Experience- 7-8 Years
Location: Bangalore
Shift Timings: Rotational Shifts
The Team: The Technology team is part of Deloitte’s global shared services Global Contact Center is known for delivering Distinctive Service, providing win-win solutions to our Global Member firms and its clients. We provide world-class support to all our users round the clock and have handled over 5.3 million contacts. By doing so, we’ve built a reputation across the firm and industry for being the Best in Class. Growth is inevitable, and here’s a call for all those hardworking, exceptional performers to join us in this leadership journey.
Qualifications
· Minimum of 7 to 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 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.
How you’ll grow
At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Deloitte’s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
Corporate citizenship
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.
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