Assistant Manager – Operations – Mohali – Punjab

Full Time
Job Description


    Responsible for the operational performance of outsourced contact center partner
    Responsible for daily escalation management at the partner location
    Manage service levels and floor operations at the partner location
    Drive quality and customer experience at the partner location
    Perform capacity & utilization review; reviews & challenges capacity model data and scope for re-negotiation if required
    Work closely with various internal groups to understand business requirements, implement new processes and contribute to on-going process improvements

    Required Skills

    Graduate with minimum 6 years contact center experience with at least 2 years in a team leading role
    Experience in managing outsourced partners (desirable)
    Basic understanding of different billing methodologies for contact centers
    Proficiency in MS Office tools
    Strong communication, negotiation and presentation skills
    Ability to maintain confidentiality
    Excellent relationship management

    Desired Skillsets

    Strong leadership abilities
    Customer orientations and customer centric experience
    Strong communication, interpersonal skills
    Highly customer focused in all approaches
    Strong problem solving, Strategy, Prioritization skills with an eye for detail
    Ability to come up with lots of ideas and improvements

Salary: Not Disclosed by Recruiter

Industry: Internet / Ecommerce

Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations

Role Category:Voice

Role:Assistant Manager/Manager -(NonTechnical)
contact center
process management
call center
assistant manager
partner management
relation management