Job description

Requirements

  • Entry level
  • No Education
  • Salary to negotiate
  • Noida

Description

Good experience in managing a process independently and sound understanding of call center operations


Key Responsibility Areas:

Managing day to day call center operations

Ensuring daily, weekly, monthly, quarterly and yearly targets are met

Minimizing the Cost of per transaction

Working on SLA and driving the Partner/center to achieve the agreed SLA

Hiring/certification of associate at Partner location

Maintaining quality standards

Identification and implementation of measures to control the attrition at Partner site

Preparing weekly and monthly reports (for Cost, attrition, etc.) and presenting to company

Coaching and training of associates and support staff at Partner

Continuous suggestion to organization for improvement and optimization of the process

Ready for travel at Partner locations (LEAP Centers)

Sound understanding of all call center terminologies like shrinkage, UAL, PL etc.

Ensuring Excellent on call experience

R&R designing and its implementation


Skill Sets / Requirements:

People Management

Cost Management / Budgeting

Partner/vendor Management

Excellent MS Excel and MS PowerPoint skills

Excellent communication/presentation skill

Negotiation skill

Must have handled team

Please adhere to the %age criteria below while applying for this role:


10th - 80% or above

12th - 80% or above

B.tech - 60% or above

MBA - 60% or above

Salary: Not Disclosed by Recruiter


Industry:Internet / Ecommerce


Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations


Role Category:Operations


Role:Operations Manager


Employment Type:Permanent Job, Full Time


Keyskills

Operations managerOperations management

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