Operations Manager - Contact Center

JOB TITLE : Contact Centre & SPO Development Manager

ROLE AND RESPONSIBILITIES :

- Manage an umbrella function that brands, centralizes, and standardizes Customer Experience and Sales via the integrated SPO-Contact Centre Model.

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

- 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.

- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

- Manage the performance of SPO PAN India

- Establish sales objectives by forecasting and developing annual targets

- Manage, develop, coach, control and motivate Contact Centre & SPO team to develop their skill to ensure high professional standard is achieved and monthly sales target and KPI targets are met.

- Ensure targets are delivered through people management, performance review, reward and individual recognition

- Operational responsibility includes managing the incoming volume / queues to meet KPIs

- Develop new strategies to quickly capitalize on trends and best practices prevalent in the market.

REPORTING TO : Sr. Manager Customer Experience & RDC Development

ESSENTIAL SKILLS :

- Minimum 10-year experience in Contact Center Operations/CC automation

- Must have a good people management experience

- Knowledge of sales or customer services operations in the Beauty/Direct Selling domain.

- Excellent English verbal and written communication skills

- Working Knowledge of team level call center reporting tools and techniques such as SLA reports, Variance Analysis etc.

- Conceptual and creative ability to help the organization and the process by sharing new, innovative and effective ideas for improvement

- Good Facilitation & Leadership skills

- Ability to prioritize work and good time management skills

- Customer Centricity

- Excellent analytical and problem-solving capabilities

- Pleasing personality

- Achievement orientation

- Good working knowledge of MS Office.

- Identify the factors affecting the value of services provided

- Analyze how the intangibles contribute to the creation of customer value and beliefs

- To advise and implement interventions to improve emotional quotient of employees.

- Open for frequent Travelling to other locations.

ADMINISTRATIVE RESPONSIBILITY :

- Responsible for day-to-day work, process flows (ensuring that the right path is followed for all jobs/escalations/consultations) and constantly endeavoring to be able to lead the team from the front

- Assisting in all process excellence initiatives

- Ensures all the employee records and training/operational documents are maintained as per organizational requirements

- Attends behavioral and vocational training in own and related work areas to enhance skills and develop multifunctional

- Responsible for developing, implementing, maintaining, and improving assessment methodologies that ensure exhaustive assessing of all agents to ensure compliance with process specifications, must maintain a high degree of error free procedures and documentation.

- Ensures high motivation level and hence increase employee retention

- Monitor customer contacts/transactions and provide ongoing feedback for continuous improvements to the service delivery standards.

- Meets the minimum production target on weekly basis to stay in touch with the product

- Assist the front-line team by taking over escalated calls where necessary

- (The responsibilities given above are indicative and may vary as per specific program requirement)

PERFORMANCE STANDARDS :

MEASURABLE

- Contact Centre KPIs

- T&Q metrics

- SPO Share

- Distributional Variable

- Inter personal effectiveness

NON MEASURABLE

- Self-motivation

- Achievement orientation

- Relationship building ability

- Interface with other departments

- Personal grooming and etiquette

- Inclination towards being process driven

- Going out of the way to satisfy the external customer

If interested, please call for a quick discussion at 9999601188