Manager - Contact Center Operations

Job Title / Designation: Manager - Contact Centre Operations

Location: Noida

Reporting: Senior Manager

Job Summary:

Roles and Responsibilities:-

- Plan and execute strategies to improve OCR, OMR, quality of calls and emails, and reduce the tickets issuance & cost per call/mail by process improvement and process correction.

- Customer Focus, Customer Service, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Outbound Calling, Sales Process, Performance Review, Recruiting, Training Call Center.

Additional Skills: Communication Skills, Data Trends Orientation, Onboarding, Induction, Verbal Communication

Job Description :

- To look after call center operations and deliver high productivity through controlling, monitoring, analyzing & reviewing systems.

- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses;

- Defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards;

- Contributing information and analysis to organizational strategic plans and reviews.

- Develops call center systems by developing customer interaction and voice response systems, and voice networks;

- Designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Knowledge and Skills:

1. Ability to work together with cross functional teams in a highly dynamic work environment

2. Data analytics

3. Customer focus with service orientation and strong business acumen

4. IT savvy & process orientation

5. Must have deep understanding of contact centre operations.

Experience: 3-5years , Last couple of years should be in core handling contact centre and customer emails.

Qualifications: Any graduate+ MBA or Equivalent from any of the top tier colleges would be preferred