• Manager - Operations - Voice/Chat/Email Process - BPO Jobs in Mumbai,India - 23859813

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Job Description:


- Experience in Voice / Chat / Email process with expertise in driving Customer Satisfaction related deliverable Minimum 2 years in a Managerial Role

- Very Strong Operational skills for managing a team of 80 plus Sound understanding of Operations & Delivery, coming with a strong background in managing Operations and proven delivery experience

- Good experience in people management and passionate about customer experience

- Ability to manage stress, experience in managing a challenging account

- Strong leadership skills and ability to ensure team understands job and business requirements and build team empowerment

- Manage Employee SAT on the floor

- Be a strong mentor for front line leadership on the floor to deliver on ESAT and productivity

- Manage Attrition, drive retention initiatives on the floor to manage tenured and experienced employees well

- Soft Skills Willingness to learn & contribute, Positive Attitude, Effective team management skill, Good communication skills, Adaptable to changes, Open mindedness, Ability to stretch, Commitment to the job,

- Excellent interpersonal skills

- Analyse performance results and implement department improvements

- Resolve escalated customer complaints


- Minimum 6-10 years of overall experience in Operations

- Should have hired TL / AM`s in previous organizations

- Good in Excel & Data Analytics

- Should have managed training / quality / social media channels

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 20th Apr 2020

Key Skills:

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