Manager - Contact Centre Operations
Operations Management: Defining service standards and guidelines that serve as benchmark for excellent service delivery. weekly, monthly and quarterly reviews with both internal and external stake holders. Review MIS reports pertaining to process and productivity. Setting up targets, SOW & SLA, setting and maintaining CTQ targets.
Project Management & Service Delivery: Planning project activities viz. scoping, estimation, tracking, change management, delivery management & support. Implementing project plans within preset budgets and deadlines. Meeting deadlines and turnaround time without compromising quality norms and adhering to SLA. Ensure 0% billing leak.
Process Management: Mapping business requirements & coordinating in developing & implementing processes in line with guidelines. Own the responsibility of removing less logical procedures in the processes and thereby reducing processing time. Identifying improvement areas and implementing adequate measures to maximize customer satisfaction.
Team Management: Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between teams. Train the supervisors(SKEP, Coach 1X1, 360 degree feedback) to enhance the overall skills of the first level leaders. Recruiting teams and determining training needs of employees to enhance their operational efficiency leading to increased productivity.
Client Relationship Management: Building and maintaining healthy business relations with all clients, ensuring Client satisfaction by achieving delivery & service quality norms. Supervising customer service operations for rendering and achieving quality services; facilitating first line customer support by answering queries & resolving issues within TAT.