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Contact Centre Manager

12 - 19 years

22 - 32 Lacs

Posted:1 day ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Role & responsibilities

  • 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

Preferred candidate profile

-12 plus 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 Inbound Voice 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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