Senior Manager - Contact Centre Operations

Candidate Expectations

• Total Experience: 10-15+ years
• Relevant Experience: 7 - 12+ years in leadership role in blended voice operations (inbound/outbound/chat)
• Candidate Location: PAN India.

Skills Mandatory:

• Thorough understanding of all Voice based metrics and SLA
• Knowledge of Blend Voice Operations (Outbound & Inbound) ACD, CITRIX, Dialer Understanding is must IVR & Call Tree Management is preferable CSAT/ NPS Governance Business Governance and Auditing
• Knowledge of Reporting Tools Awareness of ISO, ISMS
• Excellent Client Communication Skills
• MIS and Reporting
• Understanding (Creating Dashboards) Process Improvement Skills and Tools Excellent Analytical skills
• Revenue Management & P&L Understanding
• Proven participation on Improvements Project
• Managed a large and Complex Delivery Team for more than 200+ FTE .

Education and Certification

• Qualification Mandatory: A Bachelor degree or equivalent qualification.
• Good to Have: Preferably Lean/ Six Sigma Certified
• Certification Good to Have: RPA/ Analytics Certification preferred .

Detailed Job Description

• Responsible for managing a large scale delivery for contact center operations.
• Stakeholder Management
• Client Relationship Management
• Account Management
• Driving Client/ Internal Business Excellence Initiatives
• To manage and Lead a Blend (Inbound & Outbound) Voice operations and deliver high productivity through controlling, monitoring, analysing & reviewing system.
• Determines Voice operations operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Defining user requirements; establishing technical specifications, and production, productivity, quality, and customer service standards; contributing information and analysis to organizational strategic plans and reviews .

Key Skills

• Experience scaling systems in a fast paced and changing environment and ability to perform ongoing prioritization to align organization and department initiatives.
• Ability to work well under pressure and be changing situations.
• flexible in adapting and responding to Strong organizational skills with the ability to manage multiple, con a fast-paced environment.
• conflicting priorities in Outstanding obsession with service orientation; a sense of urgency, follow responsiveness; high level of personal integrity and confidentiality.