HCL - Senior Manager - Call Center Operations

CANDIDATE SHOULD BE FLEXIBLE FOR WORK IN 24- 7 ENVIRONMENT

Heading Call center/BPO in Noida

- Provide Value ADD to the customer by effective utilization of associates

- Leading a team of 200+ FTE - Client relationship Management

- Studying the Business and provide Value ADD proposition to the client.

- Ensuring Billing is as per the business plans and optimizing revenues

- Delivering quality service and consistently meeting key SLAs, - Closely monitoring the service delivery operations to ensure compliance with key metrics and SLAs

- Creating and implementing development plans for the team

- Performance Management and Planning, Evaluating the performance of team members according to the set process workflow management & adherence to quality & compliance requirements

- Interacting with and managing customers & key stakeholders on a day-to-day basis

- Undertaking regular process improvement measures based on customer feedback and data analytics

- Conducting annual Appraisal for the process, involving assessing the agents- performance and contribution to the process. Also responsible for finding the potential of an individual and grooming individuals to become future leaders

- Ensuring data security - proprietary data of customers Control Absenteeism and Attrition

- Meet all the Financial targets (Revenue and Project Margin) Working out opportunities for Business Growth by ensuring smooth transition of new process/clients Ensure we are compliant according to the various certifications (PCI, COPC, ISO< SOC2)

CTC : 20 LPA