Job Description
 
To achieve desired contact centre business plan results.
Manage Customer Interactions through Inbound/Outbound voice contact through his/her team for the various services.
Identify steps in work processes.
Identify improvement opportunities.
Test improvement opportunities.
Fully implement improvements with best results.
Constantly monitor & review performance metrics for achievement of objective.
To track & ensure closure of complaints.
To effectively manage Contact Centre operations for constant performance achievements.
Identify relevant training needs of agents and Team Leaders & ensure effective
implementation.
Effectively manage shift operations.
Prepare work/manpower schedules.
Prepare contingency plans.
Interface with IT/HR/ Training/Operations.
Collate data & generate MIS report.
Recruit, train & retain team in conjunction with HR for optimum performance.
Mentor and develop the team.