Senior Manager - Service Delivery - Call Centre Systems

Role Title - Manager

Exp - 8 to 15 yrs

Role requirement : Working knowledge of SAP, CISCO or similar CRM and Call Centre Interfaces

Purpose of the role - 

To ensure smooth and uninterrupted functioning of Exchange Call Centres.

Key Responsibilities - 

1. Ensuring that the call centre systems are up and running on daily basis

2. Oversee system maintenance and upgrade implementation

3. Troubleshooting with assistance of internal and/or vendor teams

4. Timely and formal escalation of deviations and action taken report

5. Liaising with internal departments for understanding new requirements/ change requests and co-ordinating with relevant teams/vendors for its successful implementation

6. Documentation of processes and periodic review of the same

7. Summarize, collect and analyze call center trends and data for regular performance reports

8. Generation of reports/data on request

9. Manage and improve centre performance through performance monitoring, problem resolution, system audits and quality assurance measures

10. Setting up of new call centre in Exchange, if required

11. Timely budgeting for upcoming financial year

12. Ensuring timely renewals of contracts with vendors

13. Monitoring and follow-up with vendors with regard to projects allocated to them

14. Implementation of best call centre practices across all call centres in the Exchange