Role & responsibilities
• Management of daily activities of a team of call/email agents
• Engages in Customer Escalations
• Ensures achievement of all system, team and individual Customer Service goals and standards
• Manages Key performance indicators
• Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
• Responsible for administrative aspects including reporting
• Responsible for Process level compliance on various standards (BS 7799, COPC, APQC etc.) and process improvement projects (Six Sigma, Lean)
Preferred candidate profile
• People & Performance Management
• Quality management
• Drives team work and engagement
• Coaching and Feedback delivery
📌 Operations Manager (Kolkata)
🏢 Wipro
📍 Kolkata