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Operations Manager - Call Center

Navi Mumbai, MH
Job Code:
  • IT
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Job Details

Responsible for the day-to-day function of the customer service process.Provide support to call center supervisors and administer everyday business of call center.Monitor call center operations and ensure high quality of services. Generating innovative ideas that are cost-effective ensuring profitability to the company.Assist supervisors and develop various metrics for productivity and prepare necessary reports.Drive sales though team leadsWork with team supervisors and identify call volume trends and maximize ways to improve quality and quantity. Maintain knowledge on various best industry practices and develop associated strategies.Analyze processes and recommended new technologies for incorporation in system.Managing the end to end process of customer service. Ensuring that the team is well equipped, well trained, and motivated to meet the service level agreement of the company.Ensuring that the employees adhere to the companys rules and are in sync with the companys mission and values. Weekly review with clients for the Target & Service levelBriefing the team on process updates which given by the clients.Interacting with Hr team for forecasted attrition & BillingPay special attention to team leaders ,Agents queriesConduction training sessions every week for the bottom performers. Adhering Client requirement & Management qualities.Following Escalation Matrix for escalation calls
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: 2-5


Any Process - Both BPO Type | Operations | Shift Supervision | Voice Process - Domestic BPO Type
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