Manager Operations (BPO)

Location: NCR

Reports to:AGM - Operations

Responsibilities:

 Develop objectives for the call centre’s day-to-day activities Voice and Non-Voice.

 Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).

 Collect and analyse call-centre statistics (sales rates, costs, customer service metrics etc.).

 Assume responsibility of budgeting and tracking expenses.

 Hire, coach and provide training to personnel to maintain high customer service standards.

 Evaluate performance with key metrics (productivity, call accuracy, SLA& Abandons, Quality etc.).

 Prepare reports & review decks.

 Collaborates across functions and departments.

 Measurement and optimization of the program will be required on a regular and ongoing basis.

Skills Required:

 Graduate with min of 2 years call centre managerial experience handling multiple clients.

 Outstanding communication and interpersonal skills - written& verbal. required to interactwith clients &senior management.

 Proven experience working under strict deadlines and the ability to work quickly and accurately in a fast-paced environment.

 Strong relationship management skills.

 Thorough experience in customer service is mandate.

 Knowledge of performance evaluation and customer service metrics.

 Solid understanding of reporting and budgeting procedures.

 Proficient in MS Office (Word/Excel/PPT) and call centre equipment/software programs.

 Excellent organizational and leadership skills with a problem-solving ability

Job Type: Full-time

Salary: ₹800,000.00 - ₹1,000,000.00 per year

Schedule:
• Day shift

Ability to commute/relocate:
• Delhi, Delhi: Reliably commute or planning to relocate before starting work (Required)

Education:
• Bachelor's (Preferred)

Experience:
• Operations: 3 years (Preferred)
• total work: 3 years (Preferred)
• BPO: 3 years (Preferred)

Speak with the employer
+91 8747955591