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