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18/02 Kumaravel
Founder, Director & Trustee at Skills Group

Views:1236 Applications:16 Rec. Actions:Recruiter Actions:4

DM - Inbound Call Center - Telecom - Only Females (5-10 yrs)

Chennai Job Code: 196097

We have an opportunity for Deputy Manager IBCC (Inbound Call Center) - Chennai with a leading Telecom Giant to handle Tamilnadu Circle. Please find enclosed the JD for the same.

Position: Deputy Manager IBCC (Inbound Call Center) - Only Females

Company: A leading Telecom Giant

Location: Chennai

Qualification: Graduate / PG

Exp: 5 to 10 yrs

Age: Less than 33 yrs.

CTC: 10 to 13 lacs.

Desired:

Experience in handling outsourced Call Centers and Vendor Partners. Team handling Experience & Relationship Management, Quality, Process & Training Preffered.

Job Description.

- Achievement of Prepaid Call Centre voice metrics measured by daily Service Levels, C sat, Monthly External Quality scores as represented in the CS National scorecard,

- Ensure day to day monitoring of all operations at the service Partner Call Centre - First source - Trichy and Aegis Chennai. Key KPI's include-

- Forecasted volumes to actual performance,

- ACHT (Average Call Handling Time)

- Monitor the Circle Calls/Sub

- Repeat callers

- Quality parameters and so on

- Responsible for ensuring both corporate & circle initiatives are rolled out at the partner Call Centres effectively

- Track overall transactions with the partner basis Enquiries, requests & Complaints, driving reduction of repeat interactions, increasing Self-help Penetration, reducing incorrect Tagging & effective usage of empowerment matrix by engaging with CSG, Training & Quality teams within CS.

- Initiate proactive measures to manage new product launches, through timely briefing with the Call Centre teams, as a liaison with the marketing department

- Responsible for increasing/effectively enabling revenue upselling using Chordiant through inbound channels/ valid transfers to the Super CC

- Driving a robust engagement plan with the Partner - daily, weekly & monthly reviews with a monthly/ad hoc Rewards & Recognition program sponsored by the Organisation

Kumar

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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