Senior Manager – Contact Centre Operations

In a world where customers consistently interact with your brand across multiple channels—including digital and social—everyone at our client company values the ability to effectively garner those interactions and CX insights, analysing, unlocking, and providing intelligence that drives digital transformation and further revenues for you, our client.

Put simply: They break down the complexity of your customer lifecycle and help your customers build and sustain emotional connections with your brand.

Their tech-enabled and Human assisted digital solutions build both on your CX requirements and our business transformation expertise and willingness to consistently pivot, innovate, and take advantage of new digital technologies.

Principal Accountability

• Ensure the daily operation standards with highest productivity.
• Ensure accuracy and timelines of deliverables (KPIs, revenue, cost) with identify, test, and implement improvement opportunities.
• Participate in the analysis, evaluation, and feedback on performance of the existing processes internally and with the client.
• Responsible for managing team and assist and direct them for the set organizational targets.
• Identify relevant training needs of team members and ensure to rectify the performance gaps.

Requirement:

• Should possess a Master’s degree or a bachelor’s degree from a recognized institution/university.
• Should have minimum 5-6 years of experience in a similar capacity with prior experience in BPO/Call Center.
• Excellent interpersonal skills with problem solving approach.
• Hands on experience in voice ACD tools and knowledge on quality measurement tools.
• Working hours – Monday to Saturday

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