Job Description

Designation

Deputy Manager

No. of Positions

1

Experience

3-5 Years

Skill (Primary)

PMO(BSERV)-Service Line Manager-Service Line Manager

Qualification

AMIETE, Bachelor of Arts

Expected Date of Closure

31-Oct-2023

Job Family

Delivery Voice

Employee Group

Business Line FT

Job

Process Manager-Voice

(Posting).

• Develop objectives for the call centre\'s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyse call-centre statistics (customer service metrics etc.)
• Hire, coach to maintain high customer service standards
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management
• Manage the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations
• Undertake needs assessments, performance reviews
• Ensure all relevant communications and data are updated and recorded
• Update clients on any escalations/Outages
• Liaise with supervisors, team leaders, to gather information and resolve issues
• Monitor random calls to improve quality, minimise errors and track agent performance
• Co-ordinate staff recruitment, write job adverts and liaise with HR staff
• Review the performance of staff, identify training needs and plan training sessions
• Handle the most complex customer complaints or enquiries

Essential Criteria

• Proven experience as call centre manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting
• Proficient in MS Office and call centre equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Fully Flex/Full Time

Reporting Manager Designation

Deputy General Manager - Operations

HCLTech