Operation Manager

2COMS Consulting Pvt. Ltd.
  • Hyderabad
  • 7-11 lakh
  • 8-12 years
  • Views
  • 12 Jun 2018

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Preferred Experience Range 8+ years in Operations managing teams in Contact Center. Has performed Delivery Manager role in Contact Centre in Sales and Service operations Should have managed at least a span of 75 to 100 Associates in a Contact Center Shift Timings Mon to Sun, 24x7 6 Days working; Rotational Shifts and Week offs Domain and Primary Requirement Drive and Lead team for a Sales Operations delivery in a Contact Centre Should have operational understanding on IVR and CC parameters. Understanding of CC, service operational KPIs and performance reports and tools and should be able to implement the same. (Both Inbound & Outbound) Ensures delivery of process as per SLAs and timelines for Sales & Service operations. Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance delivery. Experienced Service Management professional Drive and lead internal and third party service review meetings covering performance, service improvements, quality and processes Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner Work with internal and third party teams to ensure actions are taken and completed to protect and improve performance and delivery. Experience of managing 3rd parties and 3rd party delivered services Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. Be accountable for the quality of Sales & Service performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review Special Service Management or Support in a large-scale and diverse environment of sales contact center Excellent leadership and people management skills Excellent written and verbal communication skills Language skill in a permutations as desired from the business requirement (Hindi; English; Telegu; Tamil; Marathi; Kannada; Malayalam) Excellent customer facing/ Sales and Customer service skills Strong analytical and problem solving skills Able to work under pressure and meet deadlines Able to demonstrate a high degree of flexibility including shift and out of hours working Excellent organizational skills Able to manage sensitive and sometimes confidential information Coordination with multiple stake holders and work with multiple teams & client management Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed


Job Posted By

Rijuta Ghosh
Senior Recruiter

About Organisation

2COMS Consulting Pvt. Ltd.