HR Recruiter at AR Consultancy
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Manager - Customer Center - BPO (7-10 yrs)
Job profile : Responsible for setting up and management of the Call Centre Operations and Service Excellence.
Roles and responsibility :
PROFITABILITY :
- Manage the P&L of the Centre and ensure Centre is profitable month on month.
- Drive Sales programs for Exchange, Cross and Up sell of products.
II.People Management :
- Recruitment - Achieve numbers, quality and timelines for hiring of Call Centre Executives.
- Initial training - Ensure new hires are adequately trained in all aspects (domain, process and soft skills) and equipped in servicing customer requests. This in
- Performance Management - Own the Performance management of the team through clear KRAs and Monthly appraisals
III. Process Management :
- Real Time Management - Overall responsible for the Real Time management/Delivery of Service levels.
- Process Manuals - Overall ownership of maintenance and updation of Process Manuals/SOPs
- Service Levels - Achieve Process Service Levels targets
- Manpower/Resource planning - Forecast volumes and determine/plan requisite resources towards meeting the same, while achieving Service levels.
- Weekly/Monthly Centre performance review
- Escalation point for the Centre
- Efficiency - Run Projects for improving overall efficiency of the process
IV. QUALITY DELIVERY
- Customer Experience - Own the Customer Experience through the Call Centre interaction and strive towards Continuous improvement
- FCR - Build team and processes towards achieving FCR. - Quality - Own the Quality of delivery of the Call Centre - including customer interaction and service request processing as per processes laid down.
- Process Audit - Ensure regular process audit and improvements thereon.
Experience :
- 7 + years of experience across Sales & Service Operations in a Call Centre environment
- Experience in managing FMCG processes preferred
Education :
- Minimum Graduate
- Preferably MBA
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
