Sr Manager - Inbound Call Center - Telecom

We have an opportunity for Senior Manager IBCC (Inbound Call Center) - Chennai with a leading Telecom Giant to handle Tamilnadu Circle. Please find enclosed the JD for the same.

Position : Senior Manager IBCC (Inbound Call Center) - Only Females

Company : A leading Telecom Giant

Location : Chennai

Qualification : Graduate / PG

Exp : 5 to 10 yrs

Age : Less than 33 yrs.

CTC : 15 to 20 lacs.

Desired :

- Experience in handling outsourced Call Centers and Vendor Partners.

- Team handling Experience & Relationship Management, Quality, Process & Training Preffered.

Job Description :

- Achievement of Prepaid Call Centre voice metrics measured by daily Service Levels, C sat, Monthly External Quality scores as represented in the CS National scorecard,

- Ensure day to day monitoring of all operations at the service Partner Call Centre - First source - Trichy and Aegis Chennai. Key KPI's include-

- Forecasted volumes to actual performance,

- ACHT (Average Call Handling Time)

- Monitor the Circle Calls/Sub

- Repeat callers

- Quality parameters and so on

- Responsible for ensuring both corporate & circle initiatives are rolled out at the partner Call Centres effectively

- Track overall transactions with the partner basis Enquiries, requests & Complaints, driving reduction of repeat interactions, increasing Self-help Penetration, reducing incorrect Tagging & effective usage of empowerment matrix by engaging with CSG, Training & Quality teams within CS.

- Initiate proactive measures to manage new product launches, through timely briefing with the Call Centre teams, as a liaison with the marketing department

- Responsible for increasing/effectively enabling revenue upselling using Chordiant through inbound channels/ valid transfers to the Super CC

- Driving a robust engagement plan with the Partner - daily, weekly & monthly reviews with a monthly/ad hoc Rewards & Recognition program sponsored by the Organisation

Kumar