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Senior Manager - Operations ( Outbound Process) in Hyderabad
VERTEX Customer Management India Pvt Ltd.
₹ 50,000 - 67,000 per month
8 - 13 years Exp
Hiring Industry :
BPO / Call Center
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.
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.
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.
Not mentioned by recruiter
About VERTEX Customer Management India Pvt Ltd.
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