Job Description

• Coordinate with regional heads and country managers to improve VAS sales from CC.
• Coordinate with other departments to ensure timely escalation and closure of task and activity.
• Supervise the entire call center operations and be updated with the latest technologies which can support in improving the efficiency of the process.
• Analytics and goal settings for self and subordinates.
• Should drive R & R to keep the team motivated.
• Conduct performance appraisals.
• Do 1-0-1 discussion with all staff members.
• Periodically conduct brain storming session, skip session and focus groups.
• System management.
• Manage effective seat utilization and resource management.
• Conduct development trainings for all levels.
• Support team in identifying opportunities, coaching supervisors and supporting them to achieve their goals and objectives.
• Ensure that all functions and department are contributing effectively in the success of the process.
• Manage capacity planning for the program and ensure shrinkages are managed effectively.
• Drive Company policies and procedures effectively and with discipline.
• Design process SOP and define flow charts.
• Implement improvement projects and drive for completion.
• Conduct performance reviews with team leaders and managers.
• Manage the complaints and escalation process.
• Manager should have exposure and experience in transitioning or Project Management and should have been involved in setup of contact centers in the past.

• Qualification- any graduate with MBA Qualification
• Experience required - 5 to 8 years
• English to be mandatory

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