Operation Manager Call Center

- Performance management through top Quartile, Middle and Bottom Quartile segregation and identifying training and coaching needs.
- Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
- Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates 2 © 2016 Concentrix Corporation- Confidential. All Rights Reserved.
- Collaborate with internal teams.
- 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
- Ensure that all audit related issues are brought to a close
- To monitor and document work schedule of staff and absences.
- To be the Key contact for all problems and queries with specific business assigned.
- Oversight of team – organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities
- Establishing and managing relationship with stakeholders
- To ensure that all internal customer queries are followed up on a timely basis
- Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction
- Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
- Coach & mentor Team lead so that they are able to manage their teams better
- Responsible for following agreed governance model, escalation & communication plan
- Identify and drive continuous improvements and initiatives in process
- 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

- Corporate and process mind
- Candidate must have Bachelor’s degree in perations management or related field.
- Very exellence in English
- Ability to work under pressure
- Excellent communication and quality orientation
- At least 08 years of professional experience in Operation Management/Customer Service in Call Center or releate services, at least 03 years of senior management experience (Manager level). Must possess effective communication skills (written and verbal)

Cập nhật gần nhất lúc: 2024-03-06 02:15:36