Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Foster entrepreneurial culture , improve profitability and control costs
- Ensure ownership for workplace (resolution of all admin, tech issues, etc.)
- Enable people to excel through grooming and regular feedback
- Derive valuable insights for improvement through innovation
- Set up and sustain a robust quality and training framework within teams
- Increase people engagement , ensure communication and feedback
- Value Added Services /process improvement leading to business benefits
- Ensure robust risk and compliance practices maintained
- Participate in selection process to ensure the right talent is selected in a timely manner
- Ensure transparency and adequate communication across all levels
- Maintain a no surprise /nonpolitical atmosphere and take active steps to stop anyone indulging in gossip
- Create an environment that encourages people to deliver and excel through performance management systems
- Manage and exceed client expectations
- Handle all SOW and contract related discussions
- Service delivery of the processes in the specific timelines
- Resolve and/or escalate employee grievances in a timely manner
Job Requirements
- Post Graduate/Graduates from any stream.
- At least 3 to 5 years of experience in contact center
- Operations/back office operations management.
- Should have managed multiple processes and ensured delivery within timelines.
- Needs to be high on responsibility and ownership.
- Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost.
- Should express excellent leadership qualities and spearhead the team.
- Excellent English verbal communication skills enabling client expectation management.
