Designation:
Assistant Manager - Operations
Location:
Mumbai
Qualification:
Graduates
Post graduate preferred
CTC:
2.40 lacs per annum
No. Of Years of Work Experience:
3 - 5 years of experience
No. Of Vacancies:
1 (One)
Job Profile:
To ensure desired customer delight by providing satisfactory response to customer interaction.
To achieve desired contact center business plan results for revenue & costs.
Manage Customer Interactions through Inbound & out bound voice contact through his/her team for the various services.
Identify steps in work processes.
Identify improvement opportunities.
Test improvement opportunities.
Fully implement improvements with best results.
Constantly monitor & review performance metrics for achievement of objective.
Contribute inputs towards sales & marketing plans.
To track & ensure closure of complaints.
To effectively manage Contact Center operations for constant performance achievements.
Identify relevant training needs of agents and Team Leaders & ensure effective implementation.
Effectively manage shift operations.
Prepare work/manpower schedules.
Prepare contingency plans.
Interface with IT/HR/ Training/Quality.
Collate data & generate MIS report.
Recruit, train & retain team in conjunction with HR for optimum performance.
Mentor and develop the team.
To achieve desired contact center business plan results for revenue & costs.
Manage Customer Interactions through Inbound & out bound voice contact through his/her team for the various services.
Identify steps in work processes.
Identify improvement opportunities.
Test improvement opportunities.
Fully implement improvements with best results.
Constantly monitor & review performance metrics for achievement of objective.
Contribute inputs towards sales & marketing plans.
To track & ensure closure of complaints.
To effectively manage Contact Center operations for constant performance achievements.
Identify relevant training needs of agents and Team Leaders & ensure effective implementation.
Effectively manage shift operations.
Prepare work/manpower schedules.
Prepare contingency plans.
Interface with IT/HR/ Training/Quality.
Collate data & generate MIS report.
Recruit, train & retain team in conjunction with HR for optimum performance.
Mentor and develop the team.
Desired Candidate Profile:
The incumbent should have experience in the field of customer service for an outbound Insurance sales process with at least 2 years in the middle management capacity in a Domestic BPO.
Should be fluent in English, Hindi
Good Communication skills.
Should be confident, Aggressive & Enthusiastic
Ability to lead and motivate team
Industry:
Domestic BPO
Reporting To:
As per the Hierarchy
Open to Relocation:
NO (Localities ONLY)
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