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09/09 Tanu Dhawan
Senior Consultant at HR Central

Views:349 Applications:64 Rec. Actions:Recruiter Actions:34

Manager - Operations - International Call/Contact Center (8-14 yrs)

Bangalore Job Code: 1152778

Manager Operations- International Call/ Contact Center


We have an excellent opening for our renowned client working on SAAS based enterprise space.

Call Center/ Contact Center Manager- Operations (Please do not apply if you do not possess experience in International Call/ Contact centre operations):

Job location: Indranagar, Bangalore

Manager - Operations

- Managing operations of the front end and back end teams

- Monitoring team performance , productivity and service levels on an ongoing basis.

- To be responsible for end to end customer contact processes and associated customer experience.

- Supporting across team initiatives to drive improvements, improve efficiency and reduce complaints.

- Collaborate with internal support teams to implement quality and training assurance programs for new hires and experienced employees.

- Identifies and recommends or acquires updates and expansions to technology, equipment and policies that may improve customer experience and process efficiency.

- Encourage problem solving, strategic thinking and customer first approach among the team.

- Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.

- Working with HR team to drive the recruitment & selection of Team Leader and Advisors.

- Carry out regular 121s to ensure clear communication and expectations with the team members.

- Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets

- Building and maintaining effective internal and external stakeholder relationships

- Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.

- Work with the WFM team to ensure the most effective resource plans are developed and achieved

- Ensures service targets, SLAs and KPIs are continually reviewed and expectations are met with optimum levels of quality & service delivery.

Requirements:

- Minimum 8 years of contact center experience with minimum 2 years in manager roles

- International contact center experience is preferred

- Excellent communication and interpersonal skills

- Have proven experience in setting up processes

- Strong supervisory and leadership skills.

- Analytical skills and problem solving skills

In case you are interested in applying for the above opening, please share your CV urgently along with the following details:

Current CTC:
Expected CTC:
Notice Period:

Women-friendly workplace:

Maternity and Paternity Benefits

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