Job description
Looking for an experienced Contact Center Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase Client / Customer Satisfaction, loyalty and retention and to meet their expectations.
Responsibilities :
- Client Management & Vendor Management
- Develop objectives for the call centers day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or Management team
- forecast and analyze data against budget figures on a weekly and / or monthly basis.
- handle the most complex customer complaints or enquiries
- advise clients on products and services available
- liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues
- Deliver high quality standards across all LOBs on Varies Contact Centre Matrix.
Requirements and skills :
Proven experience as a Contact center manager from banking BPO servicesExperience in customer service is requiredKnowledge of performance evaluation and customer service metricsExperience in basic financial analysis (cost-effectiveness, cost-benefit etc.)Proficient in MS Office and call center equipment / software programsOutstanding communication and interpersonal skillsExcellent organizational and leadership skills with a problem-solving abilityHigh level of collaboration Skillsstrong interpersonal skills to be able to deal with people at all levelsanalytical skills to interpret data and trendsnumerical skills to understand financial and budget managementleadership skills and the ability to motivate and develop staffthe ability to work under pressure, manage your time effectively and work on your own initiativea desire to help others work towards targets and develop their skillsconfidence and good business sense , the ability to set, meet and exceed targetsa focused and self-motivated approach to worka flexible attitude and the ability to manage change.Experience in Client managementExperience :
13 to 16 years of experience in BPO industry of Contact center experience both voice and non-voice in sales and customer serviceEspecially in the Banking or Mutual Fund sectorEducational Qualification :
Graduation with MBAPost graduationSkills Required
contact center operations