Purpose : To assist the organization in the pursuit of being an achieving organization by Serving customers by planning and implementing call center strategies and operations, improving systems and processes, managing staff  Key Responsibilities :  - Develops call centre systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces,developing and executing user acceptance test plans; planning and controlling implementations.  - Drive Compliance on Quality of Service (QoS).   - Drivel Service Level on hourly basis & Track on Call Flow.  - During Spurt on Call Volume, drill for proper RCA and address the issues once for all.  - Customer Care Complaint Management & Escalation to respective Circles / Depts.  - Accomplishes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees, administering scheduling systems, communicating job expectations; planning, monitoring, appraising, and reviewing job contributions,planning and reviewing compensation actions; enforcing policies and procedures.  - Meets call centre financial objectives by estimating requirements,preparing an annual budget; scheduling expenditures,analyzing variances,initiating corrective actions.   - Prepares call centre performance reports by collecting, analyzing, and summarizing data and trends. Maintains equipment by evaluating and installing equipment; developing preventive, maintenance programs; calling for repairs; evaluating and implementing upgrades.  - Maintains professional and technical knowledge by tracking emerging trends in call centre operations management,attending educational workshops, reviewing professional publications,establishing personal networks,bench-marking state-of-the-art practices,participating in professional societies.  - Accomplishes organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.  Skills Required ;  - Experience in Call Centre Function and minimum 4-8 years in Inbound Operations in telecom Industry.  - Sound Knowledge on Call Forecast, WFM, Split Shift Design & Call Center Technology is mandatory  - Knowledge on concepts interacting with CRM & commonly used application in Inbound & Outbound Operations.  - Sound knowledge of Excel  - Project Management  - Quality Assurance Management

Delhi NCR

General Manager - Inbound & Outbound Operations - Rural BPO 

General Manager - Inbound & Outbound Operations - Rural BPO  ,Job Description for General Manager - Inbound & Outbound Operations - Rural BPO  in Vision India Services Pvt Ltd in  Delhi NCR for (8-12) years of experience. Apply Now!

Job Description for General Manager - Inbound & Outbound Operations - Rural BPO  in Vision India Services Pvt Ltd in  Delhi NCR for (8-12) years of experience. Apply Now!