Operation Manager - Customer Service I 11 To 13 Years I Kolkata

 About The Role : 

Should haveexperience in contact center.

Should be able to meet teams daily task handling through various form & medium of communication, written and/or verbal or phone

Prior Contact Center transformation experience is a must

Should be able to meet the quality, productivity targets & defined timelines to ensure Service Level Agreements (SLAs) and ensure there is no penalty due to miss in SLAs.

Should ensure accuracy in the tasks completed.

Demonstrate analytical capabilities while performing tasks.

Should adhere to established policies, procedures, and compliance which result in a satisfactory audit rating

Should have knowledge on ITES/BPO/KPO/Customer Service /Operations.

Transformation and QA skill in Contact center operations.

Good proficiency on English language.

Exposure to business domain is an added advantage.

Excellent grasping powers able to understand the various processes.

Team player with excellent verbal and written communication skill.

Willing to work in 24/7 environment and sign a service agreement as per company norms

Ability to work in flexible work schedule, including holidays & weekends.

 Primary Skills 

Should be committed and focused to succeed under challenging work environment

Should be able to adapt with the changes in the processes and updates in a dynamic process.

Strong numerical skills and a positive "Can do" attitude combined with strong attention to detail and an awareness of current market issues.

Should seek feedback on ones performance and uses that feedback to grow

Open for working in high pressure environment.

All prospective employees must pass a thorough background check prior to joining and reference checks prior to offer.

Customer Service Associate/Customer Care Representative

 Secondary Skills 

Active Listening
Adaptability
Agile (Software Development Framework)
Appium
Attentiveness
Automation Testing Management
Critical Thinking
Defect Management
Giving Feedback
Learning Mindset
Problem Solving
Selenium
Stakeholder Management
Teamwork
Test Analysis
Test Data Management
Test Design
Test Environment Management
Test Estimation
Test Management
Test Planning
Test Strategy
Time Management
UFT (Unified Functional Testing)
Verbal Communication
Written Communication