Position Senior Manager/Manager Call Centre Reporting to VP - COE Job Purpose :- Effective management of outsourced call centre with emphasis on service, sales and efficient resource deployment. Prompt call answering, dissemination of product knowledge and cost control are key considerations of this role. Key Accountabilities :- 1. Identifies an ideal BPO capable of managing the call management and sales function for GoAir. 2. Effective management of outsourced business process with adequate oversight, audit and SLA management of service provider. 3. Thorough knowledge of GoAir's products, services and IROP policies. 4. Assesses inbound and outbound call volume to help arrive at resource requirement on a 24x7 basis. 5. Actively monitors daily, weekly, fortnightly and monthly performance statistics. 6.Devises meaningful incentive schemes that would motivate call centre staff to exceed minimum standards. 7. Works closely with Space Control, Revenue Management, IOCC and airports to produce the best outcome for customers in the shortest possible time. 8. Expertise in ERP practise. Regularly train call centre staff in ERP management 9. Monitors call quality by listening to at least 10 call per shift. 10. Ability to work at odd hours for long durations in order to plan and tide over peak season &amp; disruption. 11. Supervises in-house training imparted by BPO trainers to ensure it meets GoAir's quality standards. 12. Periodically apprise GoAir management of call centre's strengths and areas of development. 13. Achieves customer satisfaction parameters and sales targets. 14. Represents GoAir management in interactions with BPO leadership team. 15. Maintains adequate liaison with head office colleagues by making regular phone calls &amp; personal visits. 16. Obtains and provides MIS for the call centre for a better understanding &amp; performance measurement.

Mumbai

GoAir - Senior Manager/Manager - Call Centre 

GoAir - Senior Manager/Manager - Call Centre  ,Job Description for GoAir - Senior Manager/Manager - Call Centre  in GoAir in  Mumbai for (7-10) years of experience. Apply Now!

Job Description for GoAir - Senior Manager/Manager - Call Centre  in GoAir in  Mumbai for (7-10) years of experience. Apply Now!