General Manager-Call center operations
Flex-I Partners
Bangalore, India
5d ago

Job Description

Leadinbound and outbound call center functions to deliver sales and servicepropositions which align with business strategies, achieving customersatisfaction and financial objectives.

In short, to manage core relationshipswith our call centers

  • Ensurethe delivery of effective and qualitative response to customers (voice andnon-voice). Setting high standards ofservice by making the most effective and efficient use of call-
  • center staff andtechnology resources

  • Workwith outsourced call center managers to clearly define their responsibilitiesand develop key performance indicators / goals to ensure effective and efficientoperation of the call center
  • Developshort and long-term plans for the call center delivering direction, processimprovement, human resource capability and organization support
  • Analyzingperformance, highlighting problem areas and identifying improvement actions
  • Drivingimprovement projects to improve performance against targets
  • Develop,manage and report on functional budgets
  • Activelycollate and analyze Customer Feedback - work with the respective Business unitsto address issues raised
  • Undertakeregular one to one meeting, team meetings, training and counseling / coachingsessions for all direct reports, conducting regular performance appraisals
  • Actively supporting company policy and best practice in the area ofsecurity, with particular emphasis of protection of sensitive customerinformation el s-

    Age-38 yrs

    Provencall center management experience, including a clear understanding of callcenter and CRM packages and technology

  • Developedskills in planning and organizing large service delivery functions
  • Managingexternal vendors will be an added advantage
  • Anability to think and act at a strategic level
  • Financialmanagement, including budget creation and management
  • Well-developednegotiation, facilitation, communication and presentation skills
  • At least 6-8 years’ experience in customer service management with atleast two years in managerial level and above, coupled with a relevantsecondary business qualification +P

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