| Function |
: |
Call Center Operations |
| Designation |
: |
Assistant Manager / Manager |
| Number of Vacancies |
: |
1 |
| Work Experience |
: |
Min 2 years- Max 5 years |
| Qualification |
: |
MBA preferred |
| Location |
: |
Shimla |
| Reporting to |
: |
Call Center Operations Head |
| Responsibility encompasses (Common roles and function) |
 |
Gather and develop activities of the products used in Operations with analysis for efficient management. |
| |
Team coordination- Should be able to handle teams of Individuals and Team leaders, with control mechanism and reports development. |
|
Target orientation from individuals. |
|
Should be well versed with Training activities of Teams and Team Leaders; both for inbound and outbound processes. |
|
Quality analysis and audits. |
|
Develop Weekly / Monthly Reports with analysis and hence yield the results expected |
|
Should have the ability to develop, plan and implement short and long-range goals; Leading and developing a team of 70-150 associates. |
|
Process level initiatives |
|
Prepare reports as required by Ops Manager / Operator end Teams. |
|
Participate in team huddles and brief them on Quality position of the process. |
|
Responsible for Call Quality Assurance on the Operations floor and Monitoring Calls. |
|
Help the leadership team in identifying opportunities for improvement |
|
Conduct effective presentations; analysis & retrospection. |
| Skills/Experience Required |
| |
Candidate from VAS, ISP and Telecom Industries would be preferred. |
| |
Prior experience in Managing Call Center Operations in the area of telecom. |
| |
Must have good knowledge in Mobile Value Added Services (VAS). |
| |
Excellent presentation, analytical skills. |
| |
2-4 years relevant supervisory experience; Direct experience in Contact Center Operations |
| |
Should be able to understand the stress management and work along with it. |
|
A self starter and ability to respond effectively in a dynamic environment. |
|
Strong communication and leadership skills. |
|
Ability and desire to relocate. |
|
Able to take sessions with the team on product and Quality Check. |
