Assistant Manager - Customer Contact Centre

View: 101

Update day: 06-05-2024

Location: Ahmedabad Gujrat

Category: Consulting / Customer Service Production / Operation

Industry: BPO Call Centre

Position: Assistant Manager/Manager-(NonTechnical)

Job type: Full Time, Permanent

Experience: 5 - 8 years

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Job content

Roles and responsibilities:

Perform quantitative assessment and continuous process improvement to drive business and efficiency.
Manage the roster and deliver on the service levels as per the agreement.
Raise alerts on downtimes or fluctuations.
Deep-dive into escalations received primarily via social media and enable front-line to close the issues. Interact directly with customers too, if need be.
Analyse various process gaps and raise request for new SOPs to close loop.
Identify gaps in service delivery, agent behaviour, product knowledge and business functionalities.
Identify improvement opportunities along with the respective Process Head and facilitate launching projects around these opportunities.
Internal and external stakeholder management.
Coordinate Application ID management and maintain records.
Improve operational deliverables of the aligned LOBs of the outsourced partner.
Ensure 100% adherence to SR, L2 and complaint TAT as per laid down norms.
Work on better tagging of customer voice and better ways of process flows.
Device proactive programs to reduce calls.
Devise cross-functional and up-skilling training plans for current teams.
Manage Transactional Training and Development of the trainers.

Reports to: Head of Shared Service Centre

Desired Candidate Profile:

Graduate in any specialization
Minimum 5 years of experience in service industry, with 2-3 years of managerial level experience, preferably in fields like Contact Centre Operations, E-commerce or Customer Interface Operations -
Experience in Contact Centre operations or experience working with front line and service delivery processes, especially e-commerce
Good presentation and MS Excel skills
Multiple team handling experience; handled mid-sized teams of at least 2-3 verticals and not just a single team

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