Roles & Responsibilities - Phone banking - Inbound Manager - Ensuring that the right level of competency is available in order to drive best in class service delivery - Quality, ensuring that KPIs are tracked and actioned in order to drive service delivery excellence - Conduct analysis of key results KPI (ACHT/Abandoned/ CSAT scores/ASA/Shrinkage) and business metrics on a regular basis to ensure that all deliverables meet or exceed expectations - Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; - Defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. - Maintain and improve operations by monitoring operational performance; identifying and resolving problems; preparing and completing action plans; root cause analysis - Own and drive regular updates to ensure knowledge level of team is continuously updated - Responsible for managing the overall quality monitoring/auditing, preparing and providing adequate feedback to ensure process compliance - Development of operational strategies, conducting of periodic assessments and review of capacity planning to ensure availability of resources and IT system to support business plans - Regular feedback to quality, ops and training teams enhance the overall customer experience - Identify root causes and share analysis through reports presentations - Identify improvement opportunities, develop and drive appropriate action plans for enhancement quality, service indicators and utilization of the resources - Responsible for retention and shrinkage control. Skill set: - Deep domain expertise in Voice/ contact centre and operations. - Hands on experience of managing SLAs and KPIs - Excellent inter-personal and people management skills, with an ability to lead the team from the front; should have handled large teams (100+ Agents) - Good Analytical Skills; Expertise in analysing data, creating models using excel and other tools - Excellent Communications skills, both verbal and Non-Verbal. - Eye for detail - Ability to identify potential failure modes - Analytical and problem-solving ability Desired Skill Sets / Preferred Attributes - Good knowledge of Quality Principles Work Experience: - 5+years' experience in working in Contact Centers - Experience in working in Banking domain preferable - Experience in process improvement preferable Technical Skills: - Understanding of Industry Quality Tools/service metrics - Advance knowledge of MS office and presentation skills Educational Qualifications: - Bachelor's Degree. - MBA preferred.

Kolkata

Inbound Manager -  Phone Banking Process - Voice/Contact Centre 

Job Description for Inbound Manager -  Phone Banking Process - Voice/Contact Centre  in Randstad in  Kolkata for (5-12) years of experience. Apply Now!