DGM - Banking Voice / Non Voice Contact Center Ops.

2COMS Consulting Pvt. Ltd.
  • Bangalore
  • 20-23 lakh
  • 11-13 years
  • 415 Views
  • 12 Oct 2016
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  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Job Description :

Lead/ Manage all aspects of Operations with emphasis on continuous improvement in operating results and strengthening underlying processes
Delivery of all customer metrics
Ensuring continuous improvement in service delivery through process improvement initiatives
Develop and sustain strong relationship with clients
Implement robust processes to ensure high employee satisfaction & engagement and there by
contain attrition
Continuously drive and improve efficiency metrics like seat/manpower utilization
Continuously drive and customer and employee metrics
Do a proper base-lining of performance
Ensure integrity of data and reports and adherence to service level agreements


SKILLS REQUIRED :

Should have operational rigor
Should have client front ending & management capability
Should be analytical and have a strong numbers orientation
Should have leadership qualities and ability to manage large teams & manage processes (200 +)
Stability should not have changed jobs frequently
Good understanding of quality in a customer service context
Strategic and tactical thinking skills
Should have ability to communicate at all levels of organization & a team player



** Experience in Collection & Mortgage would be an added advantage **


Job Posted By

2coms
Manager

About Organisation

2COMS Consulting Pvt. Ltd.