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HR at IndiaMart InterMesh Ltd
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Indiamart - Business Manager - Call Center Operations (3-6 yrs)
Job Summary:
- Person has to plan call center strategy and execute by either building our own inbound call centers / Contact Centers or outsourcing.
Tasks:
- Strategy formulation to ensure world class quality of service and best customer satisfaction
- Work flow management to ensure best call experience to callers
- Identify key matrices and ensure continuous improvement
- Cost management by improving processes and building efficiency
- Managing relationships with call center point of contacts or vendors to ensure SLAs
- Quality audits, random sampling to dipstick on the performance
- Training, as demanded by company, to trainers in call centers
- Technical bridge between company and call centers for all developments
Skill Sets:
- Excellent verbal, written communication and presentation skills.
- Competency in MS Office especially Excel & PPT.
- Should understand technology know how.
- Analytics driven thought process.
- Should posses a Business Acumen.
Experience:
- Managing call center operations
- Should have worked on C-SAT improvement.
Qualifications: 60 % above in both 10th and 12th with Good academics.
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