Operation Manager Call Center

- Identify and drive continuous improvements and initiatives in process
- Establishing and managing relationship with stakeholders
- Responsible for following agreed governance model, escalation & communication plan
- To ensure team members achieve agreed standards in relation to their job assignments.
- Oversight of team – organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities
- To ensure that all internal customer queries are followed up on a timely basis
- 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.
- To be the Key contact for all problems and queries with specific business assigned.
- Ensure that all audit related issues are brought to a close
- 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
- Coach & mentor Team lead so that they are able to manage their teams better
- Collaborate with internal teams.
- 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
- 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
- Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction

- Candidate must have Bachelor’s degree in perations management or related field.
- Corporate and process mind
- 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)
- Ability to work under pressure
- Excellent communication and quality orientation
- Very exellence in English

Cập nhật gần nhất lúc: 2024-01-02 15:10:41