Senior Manager - Contact Centre Operations

Location: Bengaluru, Hyderabad, Indore • Experience: Senior Level • Openings: 3

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Job description

Job Title: Senior manager – Contact Center Operations

Job Location: Bengaluru, Hyderabad, Indore

Work Model: WFO

Candidate Expectations

Total Experience: 10–15+ years

Relevant Experience: 7 - 12+ years in leadership role in blended voice operations (inbound/outbound/chat)

Candidate Location: PAN India

Skills – Mandatory:

Thorough understanding of all Voice based metrics and SLA

Knowledge of Blend Voice Operations (Outbound & Inbound)

ACD, CITRIX, Dialer Understanding is must

IVR & Call Tree Management is preferable

CSAT/ NPS Governance

Business Governance and Auditing

Knowledge of Reporting Tools

Awareness of ISO, ISMS

Excellent Client Communication Skills

MIS and Reporting Understanding (Creating Dashboards)

Process Improvement Skills and Tools

Excellent Analytical skills

Revenue Management & P&L Understanding

Proven participation on Improvements Project

Managed a large and Complex Delivery Team for more than 200+ FTE

Education and Certification

Qualification – Mandatory: A Bachelor degree or equivalent qualification.

Good to Have: Preferably Lean/ Six Sigma Certified

Certification – Good to Have: RPA/ Analytics Certification preferred

Detailed Job Description

Responsible for managing a large scale delivery for contact center operations.

Stakeholder Management

Client Relationship Management

Account Management

Driving Client/ Internal Business Excellence Initiatives

To manage and Lead a Blend (Inbound & Outbound) Voice operations and deliver high productivity through controlling, monitoring, analysing & reviewing system.

Determines Voice operations 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 .

Key Skills

Experience scaling systems in a fast paced and changing environment and ability to perform ongoing prioritization to align organization and department initiatives. Ability to work well under pressure and be changing situations.

flexible in adapting and responding to Strong organizational skills with the ability to manage multiple, con a fast-paced environment.

conflicting priorities in Outstanding obsession with service orientation; a sense of urgency, follow responsiveness; high level of personal integrity and confidentiality.