Customer Service Operations Manager

What you’ll be doing:

To manage Call Centre operations through service partners as per defined KPIs, Customer Interactions via Non-Voice Channels like emails/Chat and delivering customer experience of utmost quality through these platforms.

Key Skillset:

• Strong Customer Focus
• Communication Skills
• Problem solver
• Team player & ability to work in challenging work environment
• Understands Dialler
• Knows about WFM (how it helps)
• Technology used at Contact center .

What you’ll bring to the team:

• Key Business Objectives:
• Drive company revenue through up-selling, retention, win-backs, and new lead tracking/follow-ups via call center operations.
• Ensure high-quality customer interactions through non-voice channels such as emails and chat.
• Achieve consistent performance in campaigns tailored to different points of the customer's lifecycle.
• Service Partner Management:
• Manage partner invoicing and payments.
• Provide support for issue resolution, invoicing, and payments.
• Operational Delivery:
• Manage and oversee all aspects of outbound contact center operations.
• Develop objectives for daily activities within the call center.
• Conduct resource planning to optimize productivity of personnel and technology.
• Analyze call-center statistics to achieve KPIs including Contact Ability, Conversions,
• Vigorously monitor Voice of Customer (VOC) and issue resolutions via non-voice channels, presenting findings to management.
• Supervise hiring and training processes to uphold high customer service standards.
• Evaluate agent performance using key metrics such as Login Hours, Attempts, and Average Handling Time (AHT).
• Ensure timely delivery of reports and dashboards for various campaigns.
• Ensure adherence to contracts and processes for service delivery.
• Provide comprehensive reporting and analytics for performance evaluation.

What all qualifications do we expect:

• Education requirements: Bachelor’s Degree, any Post graduation will be an added advantage
• Experience: 10 years of Experience in functional domain preferably in the telecommunications industry.