Manager - Contact Center Operation - BPO/ITeS

Contact Center Operation

1. Responsible for digital call center operation Pan India and inbound voice operation for chennai.

2. Preferred Industry: BPO and FMCD.

3. Experience between 5 years to 16 years.

4. He is based at Chennai (call center site) and align branch.

5. Pref technical background (BE/B.Tech)

6. Tamil is mandatory.

Job Description :

1. [Vendor management] Manage out sourced call center operations through regular reviews and strong governance. Ensure delivery of KPIs and other key matrices. Vendor Bill verification pre processing.

2. [Customer experience management] Analyze all the processes that customers experience and participate in providing suitable customer services accordingly.

3. [Quality management] Communicate with customers for customer quality control and carry out activities to secure quality competitiveness of our company and customers.

4. [Customer support management] Perform activities for customer support by developing contents for customers to find solutions for problems through online.

5. [Remote customer support] Solve customer inconveniences via remote system, and perform to improve customer satisfaction and reduce service costs.

6. [Digital Transformation] Impact assessment of changes from across service department & company that may impact digital service support. Suggest & implement innovative ways in which we can improve our digital service journeys for our customers.

Suhail