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04/09 Kavita Tiwari
Manager - Talent Acquisition at Talentiser

Views:1481 Applications:118 Rec. Actions:Recruiter Actions:1

Call Center Manager - Internet/eCommerce (7-12 yrs)

Bangalore Job Code: 739277

Position: Call/ Contact Center Manager

Location: Bangalore

Company: Internet/ E Commerce

Job Responsibilities:

- Serve customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

- Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies.

- Recruiting, selecting, training, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing performance periodically.

- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

- Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.

- Analyze and evaluate emerging technologies such as chat bots, smart IVR systems etc.

- Strategic outsourcing of call center operations.

Desired candidature:

- 7+ years experience in handling large International contact centers.

- Ability to multitask and work under pressure.

- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

- Strong coaching and leadership skills, ability to motivate employees.

- Should be familiar with outsourcing requirements.

Women-friendly workplace:

Maternity and Paternity Benefits

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