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18/10 HR
HR at Michael Page

Views:2918 Applications:201 Rec. Actions:Recruiter Actions:0

Senior Manager - Call Center Operations - BPO (10-20 yrs)

Gurgaon/Gurugram Job Code: 755478

Industry - BPO / ITES

Category - IT & Systems

Skills - "call center infrastructure" AND "senior manager" AND "systems integration"

Job Type - Permanent

Job Description - The incumbent will be leading call center infrastructure for 14 markets in which the MNC operates.

Client Details

The client is a renowned MNC operating in the telecom industry. This role would be supporting their call center operations and infrastructure for 14 international markets.

Description

- Develop call center systems and refresh the existing model by developing customer interaction and response systems, and networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. 


- Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; 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 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.

- Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.

- Maintain systems by evaluating equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

- Maintain professional and technical knowledge by tracking emerging trends in call center operations management; establishing personal networks; bench-marking state-of-the-art practices.

Profile

- 10+ years of experience is a MUST

- Prior experience in a BPO environment, leading technology infrastructure and platforms for an international call center setup


- Hands on exposure with technologies extensively used in call center management


- Familiarity with relevant call center technology and applications


- A background in systems integration in the practice of call centers would be preferred


- Strong interpersonal skills with the ability to engage and lead large teams of employees


- Ability to work in a fast-paced environment, effectively managing multiple activities and meeting deadlines; ability to set and attain goals


- Self-starter who requires minimum supervision


Job Offer

- Association with a leading MNC in the telecom industry

- High level of ownership and visibility with senior leadership


To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Shweta Mehra on +91 124 452 5484.

Contact - Shweta Mehra - +91 124 452 5484

The Apply Button will redirect you to website. Please apply there as well

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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