Senior Manager - Operations ( Outbound Process) in Hyderabad

VERTEX Customer Management India Pvt Ltd.

  • 8 - 13 years Exp
  • ₹ 50,000 - 67,000
    per month
  • Male/Female
  • Hyderabad

Job Description

  • Design and deploy local procedures and operations to enable the fluid and clear deliver of the contract.
  • Own process and manpower.
  • Fore leader and a visionary.
  • Formulate break through strategies for Operational Excellence.
  • Bring best practices of industry to the table.
  • Manage people and performance by matrices.
  • Train, develop and deploy Team Leaders.
  • Report and improve on performance levels of all team members, using a coaching enabling style at all times.
  • Schedule staff in line with expected call volumes/expected manning.
  • Collect, collate and analyze statistics relating to the output of the Centre then discuss with staff, highlighting
  • To meet the customer service standards, remaining courteous, professional and polite at all times.
  • Attrition control.
  • Update customer information accurately on computerized/intranet.
  • Complete control over team.
  • Liaise with organizational departments within the organization.
  • Contribute to the overall achievement of the Process levels by achieving agreed personal/SLA targets.
  • Be a constructive and positive communicator at all times and all levels.
  • Provide clear, concise and accurate information in response to enquiries.
  • Be familiar with and comply with the customer service and administration policies and procedures.
  • Apply statistical procedure to analyze data.
  • Manage internal as well as external Audits.
  • Accountable for the revenue generation and growth of the business.
  • Client management.
  • Strong understanding of the technology in application to facilitate business.
  • Conscious towards quality and compliance.
  • Ability to manage manpower status and team activities within budget.
  • Design and implement Rewards and Recognition programs.
  • A leader in MIS.

Selection Criteria

Not mentioned by recruiter

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