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05/05 Pallavi Goyal
AGM - BD & Operations at Silverpeople

Views:2798 Applications:295 Rec. Actions:Recruiter Actions:6

Head/Manager - Customer Support - BPO (8-15 yrs)

Bangalore Job Code: 214885

Silverpeople has been retained as client's exclusive partners to build top management India team for Global telecom co. Silverpeople is retained to hire a Customer Support Manager/Head to play a key role in one of the international consumer electronics companies in India. Our client, more than USD 5 Bn in revenue, is planning to quickly expand its overseas operations. They want a Customer Support Head for India operations, who will be responsible for launching Call Centre operations in India.

Salary: 20-25 LPA (not a constraint for right candidate)

As a core member of the India team, the Customer Support Manager/ Head will be primarily responsible for setting up and running call centre operations in India.

This position is a key specialist role managing the outsourced or in-house call centre operations.

Roles & responsibilities: Call Centre management

- Set up and manage contact centre/ call centre KPI's

- 3rd party account management role with end to end responsibilities; responsible for the daily running and management of the centre through the effective use of resources

- Monitor Call Center agents' voice and non-voice service quality

- Set customer service targets, assess quality standards against targets, and plan areas of improvement or development

- Record statistics, user rates and performance levels of the centre, and prepare daily, weekly, monthly QA reports

- Ensure CRM system is set up and clean order management

- Ensure smooth service delivery

- Liaison with supervisors, team leaders, and 3rd parties to resolve issues

Qualifications:

- 8-10 years of experience in a technical in-bound call center operation, in a leadership role

- Work experience in computer, mobile phone, e-commerce and Call Center fields preferred

- Education qualification: College graduate, majors related to computer, telecommunications, Information Technology, Electronic Commerce, etc.

- Knowledgeable about smart phones and digital products, familiar with Android

- Good sense of service and good communication skills

- Know well about the Office operating software, like Word, Excel, PPT, Outlook, etc.;

- Good language skills in both of English and Hindi

- Proven record of planning and organizing, effective communication and analytical skills

- Strong knowledge of MS office tools (PowerPoint at advanced level, Excel - experience with pivot tables, basic formulas, macros, look-up functions)

- Excellent communication skills in person, written, over telephone and email

- Self motivated, reliable, problem solver

- Able to travel within Region and sub-Region regularly inside India

- Thoughtful, gentle and patient personality

- Entrepreneurial spirit, not a "corporate person" and very outgoing, like able, presentable, humble and naturally capable of easily interacting with others

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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