Senior Manager Inbound Contact Centre
Job Description
JOB DESCRIPTION
POSITION
Team Leader - Voice Inbound
DESIGNATION
Manager / Senior Manager
POSITION GRADE
L3 / L4
JC CODE
JOB3518
DEPARTMENT
Operations (Voice Inbound)
REPORTING POSITION
Assistant Vice President (Jayant Das)
WORK LOCATION
Goregaon (East), Mumbai. Corporate office
KEY RESPONSIBILITIES
Weightage
Being in charge of running and managing the call center daily.
Prepare forecast and budget for the call center.
Monitor all calls to ensure that due procedure and quality standards are strictly adhered to.
Schedule & organize shift patterns for team members to ensure that customer is never left unattended.
Conduct regular review of all call center agent\'s performance and organize training session & provide support for under performers.
Submit regular reports to management & seek new ideas & strategies to improve performance at call center.
Keep up with the trends & happenings in the industry & ensuring adherence to industry standards.
Ensure that clients are happy and satisfied at all times by providing prompt response & resolutions to their challenges at all times.
One point of Contact for All Team Members.
Good knowledge about Service Level, AHT, Attendance, RTM, Adherence , NPS
Coordination with other departments
TOTAL
100%
REQUIRED QUALIFICATION AND SKILLS
Qualification: Graduate
Work experience in years: 7 years +
Skills / experience required
Leadership
Motivation
Coaching & mentoring
Hardworking
Goal Setting & Achievement
Multitasking
Good Communication Skills
Good at Excel
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Job Detail
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Job IdJD3012385
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationMumbai, Maharashtra, India
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EducationNot mentioned
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ExperienceYear