- Relevant Experience: 7 - 12+ years in leadership role in blended voice operations (inbound/outbound/chat)
- Candidate Location: PAN India.
Skills Mandatory:
- Thorough understanding of all Voice based metrics and SLA
- Knowledge of Blend Voice Operations (Outbound &
- Inbound) ACD, CITRIX, Dialer Understanding is must IVR &
- Call Tree Management is preferable CSAT/ NPS Governance Business Governance and Auditing
- Knowledge of Reporting Tools Awareness of ISO, ISMS
- Excellent Client Communication Skills
- MIS and Reporting
- Understanding (Creating Dashboards) Process Improvement Skills and Tools Excellent Analytical skills
- Revenue Management &
- P&L; Understanding
- Proven participation on Improvements Project
- Managed a large and Complex Delivery Team for more than 200+ FTE .
Education and Certification
- Qualification Mandatory: A Bachelor degree or equivalent qualification.
- Good to Have: Preferably Lean/ Six Sigma Certified
- Certification Good to Have: RPA/ Analytics Certification preferred .
Detailed
- Responsible for managing a large scale delivery for contact center operations.
- Stakeholder Management
- Client Relationship Management
- Account Management
- Driving Client/ Internal Business Excellence Initiatives
- To manage and Lead a Blend (Inbound &
- Outbound) Voice operations and deliver high productivity through controlling, monitoring, analysing & reviewing system.
- Determines Voice operations operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
- Defining user requirements; establishing technical specifications, and production, productivity, quality, and customer service standards; contributing information and analysis to organizational strategic plans and reviews .
Key Skills
- Experience scaling systems in a fast paced and changing workplace and ability to perform ongoing prioritization to align organization and department initiatives.
- Ability to work well under pressure and be changing situations.
- flexible in adapting and responding to Strong organizational skills with the ability to manage multiple, con a fast-paced environment.
- conflicting priorities in Outstanding obsession with service orientation; a sense of urgency, follow responsiveness; high level of personal integrity and confidentiality.
📌 Senior Manager - Contact Centre Operations (Bengaluru)
🏢 Golden Opportunities
📍 Bengaluru
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