Contact Center Manager

Job Description

Hiring Contact Centre Manager to join our team at P Square Solutions (part of Neology Inc www.neology.com) Number of Open Positions – 1 Experience - 6 to 10 years Industry - IT Product & Services and IT Consulting Employment Type - Full-time Work Location - Smart City, Kochi, Kerala Shift timing based on projects – Night Shift Role Description This position is responsible for supervising staff answering routine customer (telephone, case and image review) inquiries in a professional, customer-oriented manner and image review processing by following standard procedures. Position provides daily management of operations team to include directing, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving through the utilization of resources and other data available. Must have an ongoing knowledge of the company policies/guidelines as directed by management; and remain flexible and willing to adjust to other duties of the CSC based on business needs. Other duties include notice to quality review, image review, and customer case management. Technical Competencies This position includes, but is not limited to, the following functions: Motivates and develops a team of customer resolution clerks. Assists with training and mentoring of customer resolution clerks. Answers incoming calls and cases and makes necessary follow-up outbound calls. Documents phone calls and actions in the database. Receives and processes account update requests from inbound phone calls and mail, as directed. Records individual completed daily work statistics and identifies call, case, and image review trends. Makes outbound calls when requested. Performs quality review activities. Supervises and performs image review when required. Knowledgeable in processing toll transactions and video bills in the system; receives, processes, and deposits payments; updates accounts and video bills as to their status; and opens new accounts. Researches and resolves customer issues. Processes and fills out multiple types of forms. Responds to and generates correspondence via fax, mail, and email. Negotiates payments and fee reductions up to their established limits. Performs data entry. Troubleshoots situations accurately, quickly, and efficiently for customers on the phone. Maintains an above-average attendance record. Performs other tasks as assigned. Must possess strong computer skill sets with emphasis on MS-Office products such as Excel and Word. Soft Skill Competencies Excellent communication skills. Excellent problem-solving abilities. Strong leadership skill to motivate, mentor, guide and support team. Critical thinking and stress management ablities. Strong process, analytical, and organizational skills. Demonstrated productivity in a team environment, focusing on customer satisfaction. Highly developed sense of integrity and commitment to operational excellence. Any Other competencies Educational qualification minimum Graduate. Proficiency in Spanish is good to have. 4 years of related experience as a Call Center Supervisor; or equivalent combination of education and experience. C1 Advanced English proficiency (written/spoken). P Square Solutions LLC (part of Neology Inc - www.neology.com) is a leading firm in Toll systems solutions and systems Integration Services since 2005. We are committed to delivering innovative Toll solutions and exceptional service to our clients. Our core values include integrity, collaboration, and excellence, and we are dedicated to fostering a diverse and inclusive workplace. At P Square, we will offer you Good work Culture and Career opportunities with competent Salary in the industry, complemented with excellent employee benefits. We will provide you with opportunities to Learn and evolve in your career. We will support you with work life balance through Balanced leave policy and other benefits for working from office. Our assessments will be focused on your strengths and help to progress and venture career possibilities to grow. We have a holistic approach building talents and nurturing work culture. We are always keen listen and open to feed backs which helps enhance the work environment at P-Square Show more Show less