• Senior Manager - Call Center Operations - BPO Jobs in Gurgaon,India - 23838980

  • Michael Page
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  • 10 - 20 Years
  • Posted : 24 days ago

Job Description:

Industry - BPO / ITES

Category - IT & Systems

Skills - call center infrastructure AND senior manager AND systems integration

Job Type - Permanent

Job Description - The incumbent will be leading call center infrastructure for 14 markets in which the MNC operates

Client Details

The client is a renowned MNC operating in the telecom industry This role would be supporting their call center operations and infrastructure for 14 international markets


- Develop call center systems and refresh the existing model by developing customer interaction and response systems, and networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations

- Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews

- Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades

- Prepare call center performance reports by collecting, analyzing, and summarizing data and trends

- Maintain systems by evaluating equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades

- Maintain professional and technical knowledge by tracking emerging trends in call center operations management; establishing personal networks; bench-marking state-of-the-art practices


- 10+ years of experience is a MUST

- Prior experience in a BPO environment, leading technology infrastructure and platforms for an international call center setup

- Hands on exposure with technologies extensively used in call center management

- Familiarity with relevant call center technology and applications

- A background in systems integration in the practice of call centers would be preferred

- Strong interpersonal skills with the ability to engage and lead large teams of employees

- Ability to work in a fast-paced environment, effectively managing multiple activities and meeting deadlines; ability to set and attain goals

- Self-starter who requires minimum supervision

Job Offer

- Association with a leading MNC in the telecom industry

- High level of ownership and visibility with senior leadership

To apply online please click the Apply button below For a confidential discussion about this role please contact Shweta Mehra on +91 124 452 5484

Contact - Shweta Mehra - +91 124 452 5484

The Apply Button will redirect you to website Please apply there as well

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 18th Apr 2020

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