Head/ Manager - Customer Support - BPO

Silver People
  • Bangalore
  • Confidential
  • 8-15 years
  • 13 May 2015

  • Operations, Customer Service

  • BPO/ ITES/ Call Centers
Job Description


As a core member of the India team, the Customer Support Manager/ Head will be primarily responsible for setting up and running call center operations in India.

This position is a key specialist role managing the outsourced or in-house call centre operations.

Roles & responsibilities: Call Center management

- Set up and manage contact centre/ call centre KPI's

- 3rd party account management role with end to end responsibilities; responsible for the daily running and management of the centre through the effective use of resources

- Monitor Call Center agents' voice and non-voice service quality

- Set customer service targets, assess quality standards against targets, and plan areas of improvement or development

- Record statistics, user rates and performance levels of the centre, and prepare daily, weekly, monthly QA reports

- Ensure CRM system is set up and clean order management

- Ensure smooth service delivery

- Liaison with supervisors, team leaders, and 3rd parties to resolve issues


- 8-10 years of experience in a technical in-bound call center operation, in a leadership role

- Work experience in computer, mobile phone, e-commerce and Call Center fields preferred

- Education qualification: College graduate, majors related to computer, telecommunications, Information Technology, Electronic Commerce, etc.

- Knowledgeable about smart phones and digital products, familiar with Android

- Good sense of service and good communication skills

- Know well about the Office operating software, like Word, Excel, PPT, Outlook, etc.;

- Good language skills in both of English and Hindi

- Proven record of planning and organizing, effective communication and analytical skills

- Strong knowledge of MS office tools (PowerPoint at advanced level, Excel - experience with pivot tables, basic formulas, macros, look-up functions)

- Excellent communication skills in person, written, over telephone and email

- Self motivated, reliable, problem solver

- Able to travel within Region and sub-Region regularly inside India

- Thoughtful, gentle and patient personality

- Entrepreneurial spirit, not a "corporate person" and very outgoing, like able, presentable, humble and naturally capable of easily interacting with others

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