Job Description

We are Hiring for Contact Centre Manager with a Top MNC Brand

Location - Mumbai

Roles and Responsibilities

- Ensure that the Service Levels agreed with various vendors in the area of responsibilities are met at all times

- Explore opportunities with existing and new vendors for contact centre services & consolidation of in-house or outsourced process with other vendors.

- Conduct weekly/monthly performance reviews & facilitate quality calibrations with all relevant vendors, and proactively escalate real time issues to the stakeholders. Also understand concerns/areas of improvements from the Operations team and take prompt action accordingly.

- Ensure timely transition of key projects for any new/additional business related to Information Services in the region. Ensure seamless transition and knowledge transfer without any issues for the project

- Identify & Drive improvements projects resulting in cost savings or generating additional revenue in the region.

- Review and analyse daily data of outsourced Contact Centre SLA's

- Mediate between Operations and the Contact Centre vendor to ensure that process related updates are passed from Operations to Contact Centre on a timely basis

- Resolve / Escalate issues internally / externally for resolution including operations

- Maintain a high level of customer satisfaction. Customer includes operations team, applicant (end customer) and the diplomatic mission

- Liaise with the Contact Centre training & quality team and review the TNA/TNI (Training Need Analysis/Training Need Identification) and ensure that refresher trainings based on the analysis are conducted by Operations on a timely basis offices

- Ensure that all reports are generated on time with accurate data and the invoices are approved & raised on time.

- Generate revenues / save costs by increasing productivity, continuous improvements and innovations.

- Judicious use of natural resources

- Shall adhere to the environmental health and safety policy/objectives and guidelines of the organization.