Job
Description
You will be responsible for supervising, coaching, and developing multiple contact center teams either from Front-Office or Back-Office to ensure the highest standards of customer service and maximize team potential. Your key responsibilities will include: - Ensuring that account KPIs and client service metrics are achieved. - Organizing resourcing and load balancing during shift intervals. - Allocating resources through different functionalities for inbound and outbound campaigns. - Implementing monthly schedules and overtime schedules when necessary. - Managing CSR leaves, vacations, and time off. - Following up on team leaders' activities, duties, and responsibilities. - Coaching and providing feedback to Customer Service Representatives and Team Leaders. - Applying work standards and procedures. - Coordinating with the Training Department to prepare training plans for new recruits and maintaining the training schedule. - Participating in the interviewing and selection process of Contact Center Representatives. - Analyzing and reporting work activities to the account manager. - Reporting system errors, bugs, daily events, and providing feedback to responsible functions about any issues. - Evaluating the performance of Customer Service Representatives and Team Leaders. - Providing feedback to the Contact Center Manager regarding department deficiencies, training requirements, or any other issues. - Contributing to the assessment of hazards and determining operational controls for activities within your responsibilities. - Maintaining the confidentiality of internal and external information. - Ensuring compliance with company policies, procedures, and security rules. - Acting in accordance with the organization's information security policies. - Protecting assets from unauthorized access, disclosure, modification, destruction, or interference. - Reporting security events or potential risks to the organization. Qualifications: - A bachelor's degree is mandatory. - Minimum 5 years of operations experience with a demonstrated track record in management in similar roles. - Experience in handling high volume contact centers. - Excellent written and oral communication skills. - Detail and accuracy orientation. - Proficiency in Microsoft Office applications, especially Excel. - Fluency in English. - Strong collaboration, teambuilding, leadership, decision-making, and problem-solving skills. - Ability to analyze data and develop action plans. Other Details: - Work From Office Model - Office Location: Delhi NCR - Office Timings: 9:30 AM to 6:30 PM - Job Type: Full Time and Permanent - Hiring Process: Takes 2-4 weeks Perks & Benefits Beyond the Salary: - Possible opportunities to travel (foreign) for work. - Competitive salary. - Opportunities for professional growth and development. - A collaborative and supportive work environment. Apply today as vacancies are filling up fast! You will be responsible for supervising, coaching, and developing multiple contact center teams either from Front-Office or Back-Office to ensure the highest standards of customer service and maximize team potential. Your key responsibilities will include: - Ensuring that account KPIs and client service metrics are achieved. - Organizing resourcing and load balancing during shift intervals. - Allocating resources through different functionalities for inbound and outbound campaigns. - Implementing monthly schedules and overtime schedules when necessary. - Managing CSR leaves, vacations, and time off. - Following up on team leaders' activities, duties, and responsibilities. - Coaching and providing feedback to Customer Service Representatives and Team Leaders. - Applying work standards and procedures. - Coordinating with the Training Department to prepare training plans for new recruits and maintaining the training schedule. - Participating in the interviewing and selection process of Contact Center Representatives. - Analyzing and reporting work activities to the account manager. - Reporting system errors, bugs, daily events, and providing feedback to responsible functions about any issues. - Evaluating the performance of Customer Service Representatives and Team Leaders. - Providing feedback to the Contact Center Manager regarding department deficiencies, training requirements, or any other issues. - Contributing to the assessment of hazards and determining operational controls for activities within your responsibilities. - Maintaining the confidentiality of internal and external information. - Ensuring compliance with company policies, procedures, and security rules. - Acting in accordance with the organization's information security policies. - Protecting assets from unauthorized access, disclosure, modification, destruction, or interference. - Reporting security events or potential risks to the organization. Qualifications: - A bachelor's degree is mandatory. - Minimum 5 years of operations experience with a demonstrated track reco
