Job Title: Senior manager – Contact Center OperationsJob Location: Bengaluru, Hyderabad, IndoreWork Model: WFOCandidate ExpectationsTotal Experience: 10–15+ yearsRelevant Experience: 7 - 12+ years in leadership role in blended voice operations (inbound/outbound/chat)Candidate Location: PAN IndiaSkills – MandatoryThorough understanding of all Voice based metrics and SLAKnowledge of Blend Voice Operations (Outbound & Inbound)ACD, CITRIX, Dialer Understanding is mustIVR & Call Tree Management is preferableCSAT/ NPS GovernanceBusiness Governance and AuditingKnowledge of Reporting ToolsAwareness of ISO, ISMSExcellent Client Communication SkillsMIS and Reporting Understanding (Creating Dashboards)Process Improvement Skills and ToolsExcellent Analytical skillsRevenue Management & P&L UnderstandingProven participation on Improvements ProjectManaged a large and Complex Delivery Team for more than 200+ FTEEducation and CertificationQualification – Mandatory: A Bachelor degree or equivalent qualification.Good to Have: Preferably Lean/ Six Sigma CertifiedCertification – Good to Have: RPA/ Analytics Certification preferredDetailed Job DescriptionResponsible for managing a large scale delivery for contact center operations.Stakeholder ManagementClient Relationship ManagementAccount ManagementDriving Client/ Internal Business Excellence InitiativesTo 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 SkillsExperience 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.