Indiamart - Business Manager - Call Center Operations

Job Summary:

- Person has to plan call center strategy and execute by either building our own inbound call centers / Contact Centers or outsourcing.

Tasks:

- Strategy formulation to ensure world class quality of service and best customer satisfaction

- Work flow management to ensure best call experience to callers

- Identify key matrices and ensure continuous improvement

- Cost management by improving processes and building efficiency

- Managing relationships with call center point of contacts or vendors to ensure SLAs

- Quality audits, random sampling to dipstick on the performance

- Training, as demanded by company, to trainers in call centers

- Technical bridge between company and call centers for all developments

Skill Sets:

- Excellent verbal, written communication and presentation skills.

- Competency in MS Office especially Excel & PPT.

- Should understand technology know how.

- Analytics driven thought process.

- Should posses a Business Acumen.

Experience:

- Managing call center operations

- Should have worked on C-SAT improvement.

Qualifications: 60 % above in both 10th and 12th with Good academics.