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Call Center Operations Manager | Contact center operation

Call Center Operations Manager | Contact center operation

TVS Credit Services

7 - 10 years

6 - 11 Lacs

Chennai

Posted:6 days ago| Platform:

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Skills Required

Quality Audit Cross Selling Rbi Reporting Call Monitoring NBFC Team Management Team Handling Call Center Operations Hindi Speaking Training Call Quality Quality Monitoring Outbound Sales Calls Handling Call Audit Call Calibration

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Description : Managing the day-to-day performance of the Contact Centre Operations and expected to shape the future of a Contact Centre Operations being committed to deliver a great customer contact experience through a variety of customer contact channels To deliver a best-in-class service, meeting or exceeding the KPIs Manpower planning, Rostering and Designing call center strategy to implement short/long-term plans for achieving process objectives Evaluate and Analyze performance against call center metrics for your team and set targets to continuously improve agent productivity and call center efficiency Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting company's initiatives to drive improvements, improve efficiency and reduce complaints Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions Requirement : 7-10 Years of proven experience of leading a service driven contact Centre operation with experience of managing an operation through periods of significant growth or change Handled Call Centers for both Customer Service and Cross-Sell Processes Experience in Outbound Sales Contact Centre Management and Operations Management Experience with automation of processes through tech integration Quality & Process Orientation Strong analytical and decision-making skill Strong customer-facing and communication skills Problem Solving Skills

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TVS Credit Services

www.tvscs.com

Financial Services

Chennai

N/A Employees

54 Jobs

Key People

N. Raja

Managing Director
T. Rajendran

Chief Financial Officer

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