19 Jan
Call Center Manager
Vacancy expired!
- Experience in managing large call center operations team of 100 – 120 resources in outsourced environment
- Experienced in Financial servicing or origination customer service environment is a must
- Should have experience on hiring and training front line agents to deliver required quality and productivity targets
- Ability to build & motivate teams
- Ability to manage Client escalations and Client relationships
- Ensure adherence to KPI and SLAs in Call center environment
- Ensure attritions targets are not breached
- Actively and regularly participate in governance calls with the clients for effective process management
- Manage operations through end to end planning, metrics review and root cause analysis.
- Should have very strong grip on every product and service the team is supporting with subject matter expertise on each line of business
- Manage Client relationship as part of operations delivery
- Drive change by successful implementation of process improvement recommendations
- Review overall staff performance and recommend training needs
- Liaise with HR, Facilities, Training, IT & Network teams to ensure seamless operations delivery.
Vacancy expired!