Operations Manager (Call Center background) - Excellent Benefits Package

Job Responsibilities:

• To ensure desired customer delight by providing satisfactory response to customer interaction.
• Understand customer requirements. Develop solutions to address the business problem of the customer.
• To achieve desired contact center business plan results for revenue & costs.
• Manage Customer Interactions through Inbound voice contact through his/her team for the various services.
• To manage the operational activities & challenges and ensure resources match workloads to provide cost effective, high quality service within agreed SLAs & timelines.
• Identify improvement opportunities.
• Test improvement opportunities.
• Fully implement improvements with best results.
• Constantly monitor & review performance metrics for achievement of objective.
• Manage the BPO process independently and ensure business profitability
• Driving product improvements through Product benchmarking and analyzing market data and trends..
• To track & ensure closure of complaints.
• To effectively manage Contact Centre operations for constant performance achievements.
• Identify relevant training needs of agents and Team Leaders & ensure effective implementation.
• Effectively manage shift operations.
• Prepare work/manpower schedules.
• Prepare contingency plans.
• Interface with IT/HR/ Training/Quality.
• Collate data & generate MIS report.
• Mentor and develop the team.

Requirement :

• Preferable to have knowledge who have manage Airlines/ Travel Background client
• Program P&L
• Client relations
• Customer satisfaction survey
• Process deliverables
• People development initiatives
• Centre’s productivity
• Other key management attributes & Key Performance Indicators (KPIs) as agreed.