Contact Centre Manager

Job Title: Manager / Sr. Manager/ Center Head-Contact Centre

Job Location: Kondapur, Hyderabad

Qualification : Min Graduate

Experience: 8 to 10 years of relevant experience in Operations in BPO / ITeS Industry

Gender Pref. : Male Candidates only

Language:Telugu & Kannada.

Company: Naaptol Online Shopping Pvt Ltd

Bond : 1.6Yrs

Purpose of the Role :

Responsible to Design and implement the operations strategy to maximize productivity and hence profitability of the organization

Lead the entire operations and customer service delivery processes of the company with end to end delivery of required parameters within defined TATs

Key Responsibilities:

Defining objectives the call centre s day - to - day activities. Conducting effective resource planning to maximize the productivity of resources (people, technology etc. )

Collecting and analysing call - centre statistics (sales rates, costs, customer service metrics etc.)

Effectively resolve complexities that may arise due to multi - functional (Quality, Training, Operations) team interactions within the centre.

Responsible Controlling attrition. Coordinate with support functions for recruitment/ on boarding/ training.

Review performance with the Partner Centre Head at defined intervals.

Maintaining client billing records and publishing the same.

Display cost consciousness and optimum utilization of resources.

Run reports and analyze data pertaining to the department and share with executive staff and managers of department staff as needed.

Communicate with clients to build and maintain a strong working relationship.

Analyse MIS reports; identify trends and take appropriate action on the same.

Create an environment facilitative of high performance, optimal stress, and fun (leading to lower attrition)

Understand call centre delivery expectations, translate them into various delivery parameters (agent specs, potential sources, asset / infra needs, growth / shrinkage reporting needs, costing development,planning, change management, etc. )

Analysis of problems and make decisions on solutions. Analysis of complex issues/solutions and escalate to senior management for review

Conceptualizing & creating logic & process flows and coordinating with the in-house tech team to automate processes and enable better process management

Review operations of the business on a regular basis and support decision making

Drive all the key functions effectively with constant focus on innovation & re-engineering of existing processes to make them more efficient

Work with the Team Leaders to manage and support workloads and escalate issues wherever necessary to avoid failures

Lead and nurture the operations team by monitoring performance on an ongoing basis and ensuring continuous development of the team.