Call Center Head - Telecom

Job opening with Telecom Giant

Open for Female Candidate only

This position is responsible for :

- Providing effective support to the Service Partner in managing all inbound voice transactions for the circle within the set quality standards.

- Entails execution of Call Center Strategies in order to bring operational efficiencies and customer satisfaction.

- Responsible for Revenue Enhancement throughout Outbound teller sales

- Ensuring a high Return on Investment

- Service Partnership

- Drive Service Partner to met Call Center SLAs.

- Ensure timely dissemination off all process & product changes to Service Partner floor

Strategy :

Call Centre :

- Execution of CC Strategies by driving the Service Partner and other functions of the organization keeping in mind revenue generation,, Cost optimization and customer experience

Outbound Sales :

- Coordination with the marketing team to strategize Outbound Sales Promotions.

- Workstation Planning across various processes

Process :

- Timely implementation of CS Call Center initiatives at the circle

- Relevant audits processes conducted

- MIS and Reporting

- Introduce check points and bridge process gaps to ensure better service to both internal and external customers..

- Reviewing Contracts and SLA's sett across Outbound Vendors

- Regular Vendor Reviews to ensure optimal Sales Performance across all vendors/processes.

- Ensuring adherence to contractual obligations at all times

- Vendor Management

- Call center operation

- Focus on Calls per sub reduction by introducing various automation & process improvement

- Managing Call Volumes through precise Forecasting to ensure no financial loss is incurred on account off contractual minimum guarantee payouts..

- Facilitating Revenue generation through up selling at call center and outbound sales

- Monthly Budget Provisioning for pay out

Priya
Global Consultancy & Management Solutions