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Hiring for Team Manager for one of the Leading MNC -Jaipur/ Chandigarh

Keywords / Skills : Customer Service, Production Operations, Inbound, Customer Experience, Contact Center, Team Management, Continuous Improvement, Lean Six Sigma, Business Understanding, Communication Skills, voice based process

4 - 6 years
Posted: 2018-06-04

Industry
Any
Function
IT
Role
Software Engineer/ Programmer
Team Leader/ Technical Leader
Salary
350000 - 800000 AED
Posted On
4th Jun 2018
Job Ref code
260418600114
Job Description
Hello,We are Hiring for the position of Team Manager at Chandigarh/Jaipur Location. Kindly go through the JD below and if interested share your CV @ [HIDDEN TEXT]   Or Call @ 9073074659.The Team Manager will be responsible for setting the vision and direction of your teams at our Customer Service/Contact Center. You will lead a large team of  SMEs  to improve customer experience, increase output and maintain service levels. The contact center provides support to both the North American, European and India business units in email and chat contact mediums. This is a senior-level management position that is fully accountable for the results of the reporting teams at the customer service center. Responsible for the overall direction, coordination, and evaluation of the teams under management. Understands and demonstrates the core values and Leadership Principles. Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures. Mentors others in developing Leadership behaviors. Hires, handles, and develops high performing teams. Identifies individual strengths of team members and actively fosters career advancement within the organization.  Actively seeks to understand the core business values and initiatives, and translates those into everyday CS practices. Works with the GM ? Operations to derive at strategy to achieve overall site goals. Shapes the direction of the team, keeps them focused and motivated to deliver the right results. Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making. Understands how to position the organization for success. Effectively applies great practices to all strategic decisions. Solves complex customer service issues by identifying and eliminating root cause barriers to accuracy, output, and quality. Maximizes resources for the greater good of the organization.   Maintains a complete and thorough understanding of technical systems in a complex automated customer service center. Implements change or develop new processes as necessary to provide the ability to better service multiple work types. Continually measures and evaluates all work processes using Kaizen, Lean and other improvement methods. Develops and achieves performance goals and objectives in order to deliver an extraordinary customer experience. This position requires the applicant who has the ability to dive deep to include root cause analysis and develop action plans in support of driving process improvements and keep pace with our increasing growth while motivating others to meet the challenges of a performance based culture in an extraordinarily challenging environment.   Knowledge & Skills Required Demonstrates ability to influence, lead and present ideas via clear written and oral communication. Demonstrates emotional maturity and grace under challenging environment all communications.Builds positive productive relationships with many internal customers and partners around the world. Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies. Deals with the complexity of multiple lines of business and regions. Acts as the thought leader and strategist for Customer Service?s email and chat capabilities. Develops and drives strategies and programs which improve the market position of the Company.Strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an extraordinary level of dedication, motivation, and intelligence.Demonstrated ability managing and developing large high performance teams of associates/managers is required. Demonstrated familiarity with general principles of workflow in an inbound call/email center, and current technologies to help handle that workflow. Possess extraordinary analytical capabilities.Possess specialized skill set in running large scale production operations, preferably in a contact center environment. A deep knowledge in continuous improvement methods such as Kaizen, Lean and other improvement methods is required.Twelve years or more management experience in a fast paced, rapidly changing operations environment.Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required. A bachelor's degree, or higher, in operations, or a related field, is required.

About Company

2Coms Consulting Pvt Ltd. 2COMS is a Human Supply Chain Management company. With over 2500+ employees and more than 7 branches, we offer a wide variety of services, connecting more than 4000 professionals with over 70 clients every day.Over the last 20 years, we have remained dedicated to developing our people, strengthening our capabilities, and building trusting relationships with our clients and partners. We also pride ourselves on providing superior talent to deliver high-quality solutions aligned with the key objectives of our clients-disciplined financial management, continuous performance improvement, and integrated technology enablement. We do so with flexibility and nimbleness that fit your objectives-not ours. We are excited for the future and the opportunity to work with you in these areas to exceed your expectations.
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