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Operations Manager - Call Centre - India - Aug 2017

5+ years Leadership experience in a BPO. Currently working as AM or Manager on paper in an International Voice Process.

Skill & Competence (Required - Must Have)
1. Excellent oral, written, and interpersonal communication skills
2. Advanced technical skills and the ability to create and analyze reports are essential
3. Exceptional organizational skills and professionalism
4. Demonstrated ability to work well in a team environment and ability to handle pressure
5. Dependability and flexibility
6. Leadership skills
7. Ability to take front line decisions
8. Ability to Multi-Task
9. Able to meet deadlines
10. Able to share the company’s Vision, Mission and Goals as set in our SLA by the client

Roles & Responsibilities:
 Key Responsibilities:
1. Meet monthly key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics.
2. Monitor and evaluate agent, TL, AM daily, weekly and monthly performance
3. Conduct formal agent performance reviews, including annual goal- setting/performance development plan, mid-year performance review, and final year- end performance review. Assist agents with career development.
4. Effective team management (Shrinkage/Absenteeism/Attrition)
5. Report, analyze and resolve system, customer and operational issues that impact service quality
6. Conduct performance evaluations, reviews and coaching of AM/TL
7. Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, and other related departments
8. Manpower Forecast and Scheduling, Rostering to optimize output
9. Training and development of team members
10. Reporting and feedback to team, peers and superiors
11. Handling Training, MIS, Ops and all other similar roles required for successful operation of 150+ FTEs
12. Handle all adhoc responsibilities from time to time


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