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Talent Acquisition at Indiamart Intermesh
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IndiaMART.com - AVP - Operations (5-8 yrs)
AVP - Operations
Job Summary:
- Person has to ensure the quality of customer service operations (i.e. Call center, Service tickets etc) and improve them continuously by deep diving into trends and applying process improvement techniques for Customer delight.
Tasks:
- Work flow management to ensure continuous improvement in quality of operations
- SOP creation, training and communication to agents/ stakeholders
- Preparing Plan of Action by regular audits of the performance/SOP adherence
- Cost management by improving processes and building efficiency
- Managing relationships with call center point of contacts and vendors to ensure SLAs
Skill Sets:
- Excellent verbal, written communication and presentation skills
- Competency in MS Office especially Excel & PPT
- Must understand technology know how
Soft Skills:
- Analytics driven thought process
- Strong Ownership
- Multi-Tasking
Experience:
- 5- 8 years of experience in managing call center operation with focus on process improvement, quality audit.
- Successful implementation of process improvement techniques with measurable impact on large volume.
- Managing customer service operations of a call center
- Six Sigma Black Belt certification preferred
Qualification: B.Tech/MBA from a reputed institution
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
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