Senior Manager - Call Centre Operations

The role requires BUSINESS EXCELLENCE and VENDOR MANAGEMENT as necessary experience.

The role involves ensuring that requirements of all buyers who use the platform to discover suppliers, are captured properly and in timely manner with all required details that are required to match them with the relevant suppliers. It requires managing outbound voice based contact center(s). The job requires traveling to locations/cities from where contact centers are/will be operating.

Key Responsibility Areas:

Manage operations based out of multiple (outsourced) contact centers that call and capture additional supporting requirements from buyers who have submitted their buy requirements to the platform

Assess and Scale the capacity from time to time to ensure that the growing business demands are met in timely fashion

Continuously work to enhance on-call & post-call buyer experience

Bring cost efficiency by studying, evaluating, and re-designing processes; establishing and communicating service metrics; implement the metrics measurement tools, monitor and analyze results;

Ensure regular quality checks are done, training gaps are identified&training programs are conducted on regular intervals to improve operational efficiency of the process

Analyze and recommend methods to improve the Quality of RFQ's captured through the process

Design and implement Rewards &Recognition programs on Floor. Ensure timely employee engagement activities are conducted on the Floor.

Work on hygiene factors to reduce wastage of Buy Requirements

Act as a bridge between business and the technology team, plan and get the required automation done to improve the overall efficiency of the process.

Gather and provide MIS reports to the Vendors/Partners& internal management on day to day basis

Design and manage SLA's

Qualifications:

MBA or equivalent. B.Tech would be a big plus

Experience:

Minimum 5 year of experience of Managing outbound voice based process(es) with multiple partners and 300+ FTEs

Skill Sets / Requirements:

Excellent communication and presentation skills

Ability to work with large sets of data, analyze and identify trends and insights

Need an eye for detail - must have ability to deep dive and find root causes of problems, design and implement solutions to ensure that the problems do not repeat

Customer focused approach

Proficiency with call center technology and working

Open to travel

Salary Range: 10 - 15 LPA