Founder, Director & Trustee at Skills Group
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Sr Manager - Inbound Call Center - Telecom (8-12 yrs)
We have an opportunity for Senior Manager IBCC (Inbound Call Center) - Chennai with a leading Telecom Giant to handle Tamilnadu Circle. Please find enclosed the JD for the same.
Position : Senior 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 : 15 to 20 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
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