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24 Globiva Jobs
Asst. Manager / Manager Operations
3-9 years
Bangalore / Bengaluru, Gurgaon / Gurugram
1 vacancy
Asst. Manager / Manager Operations
Globiva
posted 5mon ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
- Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- People Management
- Excellent verbal, written and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Must be proficient with Microsoft Office (intermediate Word, basic Excel).
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Ability to multitask and successfully operate in a fast paced, team environment.
Total experience 5+ Years
2+ years of experience in Team Handling
BPO Industry experience will be added advantage.
6 Days Working
Education -Graduate
Employment Type: Full Time, Permanent
Functional Areas: Other
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Rating based on 13 Assistant Manager
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Anonymous · Other
in Kolkata
Everything about the company and the leaders
- Salary - Excellent
Nothing at all, seems growing
Assistant Manager salary at Globiva
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Globiva Benefits
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