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Keywords / Skills : Operations Manager, Operations Head, Assistant Manager, Operations Executive

6 - 11 years
Posted: 2019-01-12

Job Description
Roles & Responsibilities:

 Should have handled basic management systems operated at a Contact Centre Excellent Product/ Process & System knowledge needed

 Superior communication (oral, written) and interpersonal skills

 Good MS Excel & Email Handling.

 Drive Sales target.

 Well versed with Call Centre Business Metrics & Service Level Adherence Good Escalation

 Problem Solving Skills & Excellent people management skills Team Leader to showcase & share inputs in CRM enhancement, FTR improvement, Increase of Self Service Utilization

 Handling of escalation calls & able to provide corrective feedback to the agent

 Reducing escalations and queries on floor

 Understanding & Publishing of Accurate Ops Business & Quality MIS, Reports

 MIS on any additional activities done to be published by the end of month

 Ability to provide structured feedback from agents on any support that they may need to service the customers better

 Responsible for maintaining shrinkage and absenteeism of team on the floor Driving the Rewards & Recognition programme for the team & responsible for appreciations

 Inform, implement, and communicate all departmental and company policies and procedures

 Monitor employee performance and attendance and submit appropriate documentation to Manager for disciplinary and performance review purposes

About Company

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