- Keeping customer satisfaction at fore front without compromising on business objectives - Genuinely valuing all team members' input and expertise wherein respecting each other's competencies, views and actions - Achieving Process SLAs while ensuring the team's adherence to defined process and accuracy levels - Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members - Providing feedback / coaching team members for performance improvement and continuous process improvement - Framing work direction and plan for the associates after thorough assessment of their capabilities - Preparing &amp; presenting various weekly / monthly MIS reports pertaining to process and productivity - Reviewing Account's performance against contractual metrics (like Service Levels, Handle Times, Quality Scores, CSAT Scores, etc.) - Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels - Handing various escalations of team members and closing the same on priority basis - Leading Process Improvement initiatives. Skill Set Required: - Must brings exposure in BPO/KPO Operations (in any domain). - Must be a people manager from past 4-5 years. - Must have lead a span of min 50 FTE's. - Excellent communication skills. - Strong Stakeholder Management. - Exposure / certification in Lean Six Sigma would be added advantage.

Bangalore

Senior Manager - Contact Center Operations - eCommerce 

Senior Manager - Contact Center Operations - eCommerce  ,Job Description for Senior Manager - Contact Center Operations - eCommerce  in Mancer Consulting Services in  Bangalore for (10-18) years of experience. Apply Now!

Job Description for Senior Manager - Contact Center Operations - eCommerce  in Mancer Consulting Services in  Bangalore for (10-18) years of experience. Apply Now!