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Manager / Sr Manager - Contact Center


Source:
TIMESJOBS.COM
Location:
Mumbai, MH
Date:
17-11-2016
Job Code:
58308240
Categories:
  • Banking & Finance
Applying for this job will take you to an external site
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Job Details

The primary responsibility is the management and oversight of the Call Center, along with the understanding of how to leverage external stakeholders to support the business objectives, and ensure the CC contracts are adhered to. This position will be responsible for creating a value centre and form a team of Virtual Relationship Managers to drive Sales and Distributor relationships. This role should possess strong working knowledge of call center operations such as workforce management (WFM), IT, training, and quality assurance along with execution of monthly, quarterly, and annual CC targets. This position will also require a high degree of drive to continuously improve the existing processes and engagement with staff. It will be required to meet objectives by enrolling the commitment and buy-in from others for new activities through CC. This position will require strong initiative and self-direction. This position will be directly responsible for the culture and engagement within the center.Key Responsibilities People ManagementEmployee engagement will be key focus to ensure performance is optimizedSupporting teams to ensure that barriers to success are resolved quickly and efficientlyEffective performance management principles must be known and reinforcedEffective verbal and non-verbal communication with all levels of staff to reinforce the organization goalsLead and motivate an organizational team of call center managers responsible for day-to-day operational functions within a customer focused sales and service environmentDevelop and maintain department understanding of customer needs and strategies in order to set organizational direction and create opportunities to achieve objectivesManage all outsourced vendor issues, including staffing and selection, goal setting, annual reviews, rewards & recognition planning and IJP roleouts.Operations Management Establish CC strategy in line with corporate and customer service/sales objectives and goals and support senior management in developing broader call center strategyReview WFM to ensure staffing, service delivery, production within CC through vendor management or inhouse set upsReview operational metric daily and make appropriate recommendations as requiredRemain engaged with IT/Telephony management teams to ensure proper systems and tools are operating efficientlyAdministration and Reports ManagementManage the implementation of UTICC initiatives and processesProvide UTCC reports to senior managementMonitor KPIs and SLAsBuild reporting and analysis requirementsMaintain accurate records to track performance of multiple teams within CCAccountable for budget preparation, administration, resource planning and allocation. Stakeholder RelationshipsMaintain constant and open communication with stakeholdersEnsure UTI contracts are being adhered toWork closely with WFM team to ensure proper distribution of calls are being metBuild and enhance relationships through cross functional interactions between multiple stakeholders within the organization.
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: 6-10

Requirements

Soft Skills Training | Technical Process | Technical/Process Training
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