Description:  Position Overview :  Reporting to GM Contact Centre operations has performance oversight of call centers; The Sr. Manager, supports the Specialty Call Types, by driving performance, leading change, coaching and developing their vendors, direct reportees and influencing leadership.  In this position, you will be handling contact center vendors and internal teams and ensure business needs are being met for vendor sites and internally   Client's Contact Centers have a strong history of customer satisfaction and performance. They are building on our already solid foundation with a strong vision, clear road map and solid strategy to recreate and redefine the performance standards.  - The Sr. Manager, contact ops has an exciting opportunity to play an integral part in the continued success of their focus on the customer experience and acquisition process  - The Sr. Manager, will be a change leader, drive operations performance, and model best-in-class leadership behaviors.  - The Sr. Manager, will partner with all vendors and internally to identify performance gaps and recommend solutions; drive change   We are looking for someone that is ready to take on a new opportunity and be ready for career growth; someone who is poised and savvy to interact at all levels of the organization and looking to take their career to the next level.   Qualifications:  - Bachelor's degree preferred   - 5-8+ plus years of management, call center experience preferred.   - Ability to manage contact center vendors and inhouse call center teams.   - Demonstrated financial and business acumen.   - Proven experience in continuous improvement methodology and solid problem-solving skills to quickly assess an issue, determine root cause, identify possible solutions, make recommendations and drive implementation.   - Demonstrated organizational, detail orientation, prioritization and time management skills to drive timely business results.   - Demonstrated change management aptitude and ability. Takes a proactive role in bring about change, applying new ways to develop the business through improved management of people and processes.   - Proven ability to build relationships at all levels to include remote partners and to influence executives, peers and team members.   - Ability to work effectively in a team oriented, high demand and fast paced environment.   - Strong communication (verbal and written) and facilitation skills to effectively deal with various levels of management and staff.   - Demonstrated leadership skills to effectively develop and lead a high performing team in the meeting function/department/company short-term goals and objectives.   - Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility.   - The ability and desire to progress professionally wherever and whenever the next position may become available.   - Drive Quality and training success. Instrumental in driving training plans  - Quality auditing and arriving at plans based on problems from auditing  - Ability to handle senior managers in call centers and drive business results through them  - Ability to look at data and understand requirements  - Should be familiar with dialers and how they work  - Should have worked with domestic operations, and understands quality and training frame work   Responsibilities:  - Drives operations performance for Vendor sites and internal sites and is accountable for meeting/exceeding site and call type KPIs including customer satisfaction, acquisition goals, quality goals   - Takes the lead with internal departments to communicate and prepare for organization/operations changes, influence call type/site performance and implement solutions.   - Plans, approves, and implements programs for the timely development and progression of employees- both direct reports and other external sites  - Assesses organizational performance management needs   - Drives reviews with sites and ensures quality performance  - Responsible for managing data with respect to call centers  - Helps in identifying process gaps and implements changes.

Bangalore

Senior Manager - Contact Center Operations 

Senior Manager - Contact Center Operations  ,Job Description for Senior Manager - Contact Center Operations  in Idyllic Recruitment Services in  Bangalore for (5-8) years of experience. Apply Now!

Job Description for Senior Manager - Contact Center Operations  in Idyllic Recruitment Services in  Bangalore for (5-8) years of experience. Apply Now!