Manager Contact Centre Operations Job Summary : Roles and Responsibilities : - Plan and execute strategies to improve OCR, OMR, quality of calls and emails, and reduce the tickets issuance & cost per call/mail by process improvement and process correction. - Customer Focus, Customer Service, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Outbound Calling, Sales Process, Performance Review, Recruiting, Training Call Center Additional Skills : Communication Skills, Data Trends Orientation, Onboarding, Induction, Verbal Communication Job Description : - To look after call center operations and deliver high productivity through controlling, monitoring, analyzing & reviewing systems. - Determines call center 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. - Develops call center systems by developing customer interaction and voice response systems, and voice networks; - Designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. - Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; - Managing system and process improvement and quality assurance programs; installing upgrades. - Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. Knowledge and Skills : 1. Ability to work together with cross functional teams in a highly dynamic work environment 2. Data analytics 3. Customer focus with service orientation and strong business acumen 4. IT savvy & process orientation 5. Must have deep understanding of contact centre operations.

Noida

Manager - Contact Centre Operations - Internet/Online 

Manager - Contact Centre Operations - Internet/Online  ,Job Description for Manager - Contact Centre Operations - Internet/Online  in Strategic Talent Partner in  Noida for (2-10) years of experience. Apply Now!

Job Description for Manager - Contact Centre Operations - Internet/Online  in Strategic Talent Partner in  Noida for (2-10) years of experience. Apply Now!