Customer Service International Voice Manager-BPS

Role:

Reports into

Job Responsibilities

• Providing Necessary Technical Leadership at Account level
• Driving and Implementing Changes - Ensuring Process Improvements (Re-engineering)
• Setting Goals/ KRAs for The Process and for Resources
• Analysing and Forecasting Business Trends Followed by Planning for The Same
• Defining and Understanding Client Requirements and Aligning Processes to Fulfil the Same
• Handling Client Calls - Daily/ Weekly or as Needed
• Collecting Data for Billing Purposes - Number of Transactions, Production Man Hours Etc.
• Reviewing and Analysing Process Metrics for All Processes In The Account
• Creating and Presenting SMRs, Monthly Reports to Senior Management
• Resource Estimation/ Planning On a Regular Basis
• Developing Retention Strategies and conducting Skip Level Meetings
• Ensuring QMS Compliance for All Processes Handled - Following of Quality Processes Thoroughly - Checklists, Standards Etc.
• Coordinating Billing Activities with Finance Department
• Creating And Updating The Process Plan
  

Criteria

(Must have)

• Graduate/Post graduate in any stream
• Overall 12-14 years of relevant industry experience with ORM (Online reputation Management) with minimum 2+years experience of leading a Complaints Management Desk / L3 in an International Contact Centre
• Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost
  

Criteria

(Desired)

• Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities
• Experience required with inbound/outbound contacts and back office preferred - experience integrating multiple channels into a service model.