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MALABAR GOLD & DIAMONDS
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Contact Centre Manager

Contact Centre Manager

MALABAR GOLD & DIAMONDS

8 - 10 years

|

6 - 10 Lacs

Posted:2 weeks ago| Platform:

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Skills Required

call center management bpo operations contact center operations contact center management bpo management call center technology

Work Mode

Work from Office

Job Type

Full Time

Job Description

Oversee all deliverables for the Global Omni channel Contact Center(s) engaging with Malabar Customers.
Lead efforts to achieve sales and service SLAs across all channels in collaboration with Contact Center partners.
Establish, monitor, and optimize the performance of enabling functions such as Training and Quality.
Recruit and train Team Leaders and Managers within the Contact Center.
Take ownership of Customer Satisfaction (C-Sat) and Customer Effort Score (CES) for Malabar Contact Center.
Review WFM with Vendor Partner to ensure optimal manpower productivity.
Conduct periodic calibration sessions with Vendor Partners and Quality Manager to refine SLAs.
Develop and implement an effective escalation matrix and resolution process for Online Reputation Management (ORM) and other complaints.

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MALABAR GOLD & DIAMONDS

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