AGM Service Delivery ( Inbound Contact Center)  Job Description:   Sr.Manager/ AGM - Service Delivery (CONTACT CENTER OPERATIONS)  Reports To: VP - Service Delivery & Operations  Work Location: New Delhi  Employment Type: Full Time  Key Pointers:  - Resources who have worked in Insurance companies or Banks.  - Candidate should have some transformation/BPR experience.  - Candidate should have worked on implementation of CRM  Job duties & Responsibilities:  - Manage the inbound contact center & service levels. Managing 100% compliance, process adherence, and driving is- set team targets.  - Managing Customer service operations by rendering quality services and maintain the highest level of customer satisfaction.  - Responsible for execution of customer service strategy which will include Conceptualizing, formulating & implementing projects for enhancing customer experience.  - Lead and guide the managers and the Team leads responsible for monitoring service calls to observe employee demeanor, technical accuracy, and conformity to company policies.  - Development of SOPs & policies which govern execution of processes so as to increase efficiency and effectiveness and reduce conflicts  - Conflict resolution in line with defined policies  - Implementation of review & reporting mechanisms which a) assist in decision making and b) track compliance to processes  - Development of systems which automate existing manual processes  - Development of a knowledge repository which enables to know more, thereby improving efficiency and decision making  - Research and implementation on cross-project / cross-functional / intra-industry / cross-industry best-practices  - Vendor management  - Plan strategies and action plan to resolve performance barriers as and when required.  - To implement and adhere to Management policies  - To undertake process re-engineering and Cost saving- Evaluate & analyze existing customer service processes. Strategize and re- engineer the service process for improved customer service and back Office Operations which results in quality and cost efficiency.   - Ensure deliverables as per pre- defined Service Level Agreements and fulfilment TATs.  - Process development/enhancement/Optimization of all Inbound Contact Centre & back office operations  Knowledge Skills & Experience:  - 12 + years of extensive track record and achievement with relevant experience in strategy function.   - The right candidate will be flexible, and an action & result oriented self-starter.  - Ability to work efficiently in a high demand, team oriented, and fast-paced environment.   - Effective communicator with relationship building and interpersonal skills  - Capable of delivering quality customer service while managing large teams.  - Strategic and strong analytics  - An independent thinker with the conviction and entrepreneurial spirit to manage the function and business in a hands-on manner and the ability to work in a fluid and rapidly changing environment would be an asset.  - Should have a strategic approach with the ability to see the - big picture- and interpret environmental and organizational changes and their impact on the organization.  - Exposure to managing & maintaining relationship with top - management in current role  - The ability to navigate through key stakeholders within the organization will be necessary for success and traction.   - Communication - Clear, concise, compelling, honest, and two-way; able to strongly influence decision-makers, based on a commitment to the - consumer voice.- Excellent interpersonal skills with strong teamwork orientation and proficiency and relationship-building with senior executives are required.

Delhi NCR

Senior Manager/AGM - Service Delivery - Inbound Contact Center 

Job Description for Senior Manager/AGM - Service Delivery - Inbound Contact Center  in Info Edge in  Delhi NCR for (8-12) years of experience. Apply Now!