7 Contact Center Operations Jobs in Hyderabad / Secunderabad

Role & responsibilities

• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
• Tele-Sales
• Establish & Manage Relationships / Engagement with the Clients.
• Oversight of team organizes resources, sets goals, call out strategy from Executives and client on a day to day basis, reporting responsibilities
• Managing day to day Sales targets (B2C Sales)
• Responsible for following agreed governance model, escalation & communication plan
• To ensure team members achieve agreed standards in relation to their job assignments.
• To ensure training of new staff on the corporate policy rules to be adhered to
• To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
• To monitor and document work schedule of staff and absences.
• Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
• Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates
• Ensure that all audit related issues are brought to a close
• Identify and drive continuous improvements and initiatives in process
• Coach & mentor Team lead so that they are able to manage their teams better
• Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
• To ensure that all internal customer queries are followed up on a timely basis
• Collaborate with internal teams.
• To be the Key contact for all problems and queries with specific business assigned.
• Take on special projects as per business need
• Action Oriented, Integrity and Trust, Perseverance
• Command Skills, Problem Solving, Drive for results, Standing along and Directing Others
• Managing & measuring work
• Ability to handle sales pressure
• Very good finance and accounting skills
• Problem solving, analytical bent of mind
• Excellent verbal and written communications skills
• Strong external and management reporting skills

Preferred candidate profile

• Looking out for the candidate who has rich experience into managing a telesales team of between 200 -250 people
• Must have experience into setting up the call centers for 2-3 locations
• Must have strong experience into managing call center operations

Perks and benefits

Fix compensation + Excellent Per month incentives + Medical Insurance + Flexi benefits

Interested candidates can share their updated resume at Kirtichauhan@policybazaar.com or can share his updated resume at 9643560151