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DGM- Operations (contact Centers/customer Service)

Gurgaon, HR
Job Code:
  • Miscellaneous
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Job Details

Job DescriptionMaintains good relationship with clients, working closely with them towards business objectives and handle all requests and escalations at the right timeMaintains professional and technical knowledge in the contact center operations and helps in setting up and improving knowledge managementAccomplishes organization and customers goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.Identifies, analyzes, organizes, and leads operational development opportunities that are scalable within the contact center organizationMake recommendations to the current workflow and processes through automations, process improvements and innovationsDesign and Implement rewards and recognition and performance improvement policy for the subordinatesImplement risk and change management processes including business continuityMaintains 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 and reports out performance reports by collecting, analyzing, and summarizing data and trends.Accomplishes 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.15+ Years of experience in Contact Centers or Customer Service People management - should have managed a team of 100+ people strong (across multiple workflows)Domain expertise - Contact center, Services, Tech Troubleshooting etc Industry Experience - Tech and IT companies, focusing on premium customerEducation Graduate/Post-Graduate although MBA would be an added advantageExperience of working with a distributed team (Global)Experience in handling multiple live channels (Phone/Chat/email)Experience of transitions across geos or multiple processesExperience of 'incubating new processes' /new productsSome basics of Quality (such as Six Sigma - Green/ Black Belt trained)Should have done some Process improvement and Innovation projects in previous rolesProject management experience PM Certification will be a good bonus to haveExperience in implementing metrics and measurementsExperience in workforce planning, estimation and BudgetingGood Language Skills Verbal and Written EnglishCustomer facing skills and presentation skillsOther skills Interpersonal skills, Negotiation skills, Good values and work ethics
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 15-20


Shift Supervision | Technical Process
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