[24]7 Inc - Manager - Operations - Voice/Chat

Manager - Operations - Voice / Chat, US/UK timings

Job Title:

Manager - Operations

Job Description:

To lead a team of front-line Team Leaders on the Operations floor, maintain desirable performance and engagement levels and focus on constant improvement.

Required Job Experience:

Experience in handling teams of 60 - 100 agents in Voice & Chat operations

Experience in managing teams in a Chat Or Voice (Collections) environment is preferred

Excellent English speaking/writing ability

Certifications:

Any relevant certifications would add value

Competency Requirements: [Technical & Behavioral]

Excellent spoken skills and effectively communicates with the senior management and the client if required

Ability to understand team dynamics

Knowledge on Internet, working on Intranet Applications and MS-Office (preferably Excel) Analytics of data and Powerpoint Presentations

Excellent feedback skills.

Depicting excellent probing, problem solving and sales techniques and set example for others.

Able to coach the agent with various techniques and help achieve program metrics, should be a good advisor to our agents and have good knowledge of the product.

Making decisions and solving problems involving varied levels of complexity, ambiguity and risk

With foresight is able to create objective business goals.

Builds and actively maintains working relationships and/or networks of contacts to further the organization's goals

Coach team to stay focused on results in the ever changing business environment. Understand client goals and aligns business goals to help achieve them

For any further clarifications Pls reach out to Prasad M (Ph: 9945480832)