Manager/Senior Manager call center operations , Noida

Job Description:

To manage Call Centre operations through service partners as per defined KPIs, Customer
Interactions via Non-Voice Channels like emails/Chat and delivering customer experience of
utmost quality through these platforms.

 Key Business Objectives:
o Drive company revenue through up-selling, retention, win-backs, and new lead
tracking/follow-ups via call center operations.
o Ensure high-quality customer interactions through non-voice channels such as
emails and chat.
o Achieve consistent performance in campaigns tailored to different points of the
customer & lifecycle.
 Service Partner Management:
o Manage partner invoicing and payments.
o Provide support for issue resolution, invoicing, and payments.
 Operational Delivery:
o Manage and oversee all aspects of outbound contact center operations.
o Develop objectives for daily activities within the call center.
o Conduct resource planning to optimize productivity of personnel and technology.
o Analyze call-center statistics to achieve KPIs including Contact Ability,
Conversions,
o Vigorously monitor Voice of Customer (VOC) and issue resolutions via non-voice
channels, presenting findings to management.
o Supervise hiring and training processes to uphold high customer service
standards.
o Evaluate agent performance using key metrics such as Login Hours, Attempts,
and Average Handling Time (AHT).
o Ensure timely delivery of reports and dashboards for various campaigns.
o Ensure adherence to contracts and processes for service delivery.
o Provide comprehensive reporting and analytics for performance evaluation.