Recruitment at Naukri.com
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General Manager - Contact Center Operations - Voice (14-25 yrs)
- Contact Center (voice) / BPO (voice) Operations Experience
- P&L Management
- Third party exposure.
- Process management, Responsible for management and coordination of overall operations, SLA delivery across all processes, quality and general administration
- Client interaction, Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores.
- Manage conference calls/other communication with the client and build a rapport with key client contacts.
- Team Management and People Development -Lead & motivate a team of Support and Operation Leaders and ensure their development through direct coaching/feedback wherever required, Support Learning and development initiatives, Coaching and counseling, staff motivation retention programs. Effectively implement rewards/recognition, appraisal & Incentive programs. Create cross-functional teams to encourage team building.
- Farming, supporting new business initiatives.
- Internal co-ordination with Projects and EUs to meet SLA standards.
- Transitioning support.
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