Purpose of the Job:  - Responsible for managing day to day contact centre operations in liaison with internal (circles, center)and external (strategic partners for inbound operations, technology, field support etc.) stakeholders.   - Initiates improvement in partner performance by analyzing trends, aligning the partner with all internal performance parameters and ensures delivery of effective and efficient contact centre services which meet business KPIs.  - Drives C-sat by ensuring qualitative delivery of input metrics, standard practices across circles , identification of road blocks and implementation of strategies to counter .   - Recommends changes to the vertical heads to ensure building of appropriate policies, contract clauses, internal processes and prioritization of efforts .  Deliverables:  - Performance monitoring and improvement of BPO Partner center by closely monitoring and tracking partner centre performance on key KPI's. Measuring the efficacy of all the performance metrics of partner on basis of contractually agreed KPI’s.  - Ensuring maximization of “on-call resolutions”, reduction of repeat and “ need to call”.  - Ensuring compliance to all policies, processes, procedures and protocols laid out by airtel at partner location. Collation of inputs from the business teams at center and circle and aligning the partner on delivery of desired results.  - Single point interface between the Partner and Airtel. Highlighting the Partner concerns to business teams at circle and group level.   - To have a robust framework of partner governance thereby ensuring strong KPI delivery - Conducting operational reviews with the partner on daily / weekly / monthly / quarterly basis  - To have clearly laid out processes and procedure (SOP) for standardized customer experience and to ensure 100% compliance by the partners . To ensure quality and quantity of manpower is maintained/available for smooth operations.  - Implementation and monitoring of all strategic initiatives undertaken to improve c-sat/ optimize cost.  - Ideate, strategize based on customer VOC with the objective of enhancing efficiencies at an operational level while maintaining superior levels of customer experience.  Educational Level: Post Graduate   Working Experience  - Overall 8-12 years experience of which at least 3 years in the area of contact center management  - Significant exposure to partner management with the ability to outline partner deliverables and accept partner requirements  - Experience in a ISP process

Bangalore

Hyderabad

Pune

Guwahati

Others

Airtel - Business Manager - Prepaid 

Airtel - Business Manager - Prepaid  ,Job Description for Airtel - Business Manager - Prepaid  in Bharti Airtel in  Bangalore Hyderabad Pune Guwahati UP Others for (8-12) years of experience. Apply Now!

Job Description for Airtel - Business Manager - Prepaid  in Bharti Airtel in  Bangalore Hyderabad Pune Guwahati UP Others for (8-12) years of experience. Apply Now!