Call Center Manager

3 weeks ago


Pune, Maharashtra, India iimjobs Full time


Reporting to the Head, the role includes line responsibility for all third, second, or first line contact centre teams (in-house and outsource) providing ongoing customer service, and specific service teams as well as the planning and forecasting team.


  • Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
  • Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
  • Lead, inspire and coordinate the contact centre management team at all levels to create motivated and engaged colleagues.
  • Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
  • Responsible for the recruitment, training, induction and coaching strategy across the contact centres
  • Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact centre colleagues.
  • Reviewing and defining clearly all contact centre roles, any required shift and candidate profiles required across the contact centre operation
  • Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.
  • Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
  • Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs.
  • Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
  • Deliver cost efficiencies and increased in Customer Satisfaction Scores.
  • Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Required Skills:


Proven experience of leading a service driven contact centre operation with experience of managing an operation through periods of significant growth or change.


  • Excellent communication and leadership skills to lead and motivate a growing and changing service operation The ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives.


  • Pune, Maharashtra, India timesjobs Full time

    Skill / Technology / Experience: Operational knowledge of Microsoft Windows, MS Office, and capable of handling customer First Level Support. Call logging, Co-ordinate with engineers to close on the calls and update the system. Good Logical & analytical Skills, Good Comprehension Power, Ability to communicate in English, Hindi & State language.Qualification:...


  • Pune, Maharashtra, India timesjobs Full time

    : Tele Calling ExecutivePosition Overview:We are looking for a Tele-calling Executive with 1 year of experience to initiate outbound calls to potential leads by ensuring effective communication, understanding client needs, and managing client relationships. This role is for full-time employment based on performance.Here are some key responsibilities for a...

  • Communication Officer

    2 weeks ago


    Pune, Maharashtra, India timesjobs Full time

    Good Communication skills in Marathi & Hindi.Good PC skills, especially MS Excel. power point etc.Undergraduate with 1 year experience, graduates with or without experience.Dealer, farmer calling.Decision-making skills.Maintain MIS reports & update the management on the status of all the prospects.Desired Profile: Previous experience working call center/BPO...


  • Pune, Maharashtra, India SwarVed Enterprises and Corporate Solutions Full time

    Job Description :- Good working experience of Linux/Unix & Windows, and clear understanding of Data Center, OS and Storage concepts - Must have understanding of database concepts like Clustering, Replication and NOSQL Concepts and ability to use DB tools.- Internet Technologies: Virtualization, Cloud Computing, DNS, Web and Application Servers like Tomcat,...

  • Manager - Projects

    3 weeks ago


    Pune, Maharashtra, India Cognizant Technology Solutions Full time

    Not ApplicableQualification:Not ApplicableResponsibility:Not ApplicableMust Have Skills Microsoft team AdministrationMicrosoft TeamsAudio/Video ConferencingCollaboration-Microsoft TeamsGood To Have Skills Microsoft Contact CenterBasic IP Telephony

  • Sr. Manager

    1 week ago


    Pune, Maharashtra, India Cognizant Technology Solutions Full time

    Not ApplicableQualification:Not ApplicableResponsibility:Not ApplicableMust Have Skills Microsoft team AdministrationMicrosoft TeamsCollaboration-Microsoft TeamsGood To Have Skills Microsoft Contact CenterAudio/Video ConferencingBasic IP Telephony

  • Process Executive

    1 month ago


    Pune, Maharashtra, India Cognizant Technology Solutions Full time

    Online Analyst - CMQualification:Graduate (exclusion:BE/BTech/MCA) or High School graduate or above as may be applicable in the GeoResponsibility:Stakeholder/Business Management: • Administering and helping to manage Client's Product support for the customers who call/chat or email in the support center. • Customer support to international customers over...


  • Pune, Maharashtra, India timesjobs Full time

    We are looking to employ an enthusiastic, well-spoken, and customer-oriented Inside Sales Executive to generate quality leads as well as follow up on inbound email and telephone inquiries. The Inside Sales Executive's responsibilities include developing new leads, communicating with customers, understanding their needs, and ensuring a smooth sales process...

  • Operations Manager

    2 weeks ago


    Pune, Maharashtra, India timesjobs Full time

    Job Description Should have Excellent Communication Skills. Should be able to handle a team of CSE (Inbound/Outbound) & 6-7 Team Leaders. Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process...


  • Pune, Maharashtra, India Johnson & Johnson Full time

    Company Profile Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science bringing creative ideas, products and services to advance the health and well-being of people. Every day, our more than 130,000 employees across the world are blending heart, science and...


  • Pune, Maharashtra, India Global Talent Pool Full time

    1. Develop and implement strategic sales andmarketing plans to achieve company objectives andrevenue targets.2. Identify and cultivate relationships with potentialclients in the sugar and related industries,understanding their boiler requirements andoffering tailored solutions.3. Lead the sales team, providing guidance, training,and support to ensure...


  • Pune, Maharashtra, India Marriott International Full time

    Job Number Job Category Sales & MarketingLocation Courtyard Pune Chakan, Plot P-7, MIDC, Chakan Industrial Area Phase-1, Pune, Maharashtra, India VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJOB SUMMARYThe position assists with the soliciting and handling of sales opportunities. Ensures business is turned over...


  • Pune, Maharashtra, India FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Travel Percentage : 0%Enterprise Incident Manager - 24/7 Rotational ShiftsAre you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in...


  • Pune, Maharashtra, India Leadership R Us India Pvt Ltd. Full time

    About Our Client : Our client operates the IT Captive Shared Services centre in Pune with a majority stake by a Middle East Government that provides a host of IT Services to its residents in the Gulf region across Health Care, Logistics, Banking, Oil & Gas, Education etc. They are looking for a Senior Network Security Engineer based in Pune (Work from...

  • Manager - Projects

    3 weeks ago


    Pune, Maharashtra, India Cognizant Technology Solutions Full time

    Project ManagerQualification:BE/B TechResponsibility:Design: Understand various functional and non functional requirements. Break down the requirements into smaller modules. Provide inputs for categorizing critical and non critical requirements. Provide inputs in designing end to end solution from a technical perspective. Review and approve system...

  • iOS Developer

    4 days ago


    Pune, Maharashtra, India Programming.com Full time

    Skills : IOS, Swift LanguageLocation : PuneExp : 3+ YearsNotice Period : Immediate JoinerJob Description :- In-depth knowledge of Swift and its environments- Strong knowledge of object-oriented programming- Experience with Cocoa APIs on OS X- Excellent understanding of performance limitations and features - Memory management and multi-threading knowledge-...


  • Pune, Maharashtra, India Philips Full time

    Job TitleEnginnering Manager Mechanical - STETJob Description#L1-PHILINJob title:Job Title: Engineering Manager –Mechanical -STETYour role:In this role, you have the opportunity toThe Mechanical engineering Manager is part of global organization that delivers impact to multiple businesses within Philips. The role manages high impact, complex transfer &...


  • Pune, Maharashtra, India Stepup Nexus Full time

    About the internship:As a 'Business Development Intern', you will have the opportunity to gain practical experience and contribute to the success of our logistics and transportation projects. This unique role involves traveling with the Mentor. Selected intern's day-to-day responsibilities include: 1. Gain practical experience in logistics and transportation...

  • Operations Manager I

    4 weeks ago


    Pune, Maharashtra, India Concentrix Full time

    Job Title:Operations Manager IJob DescriptionThe Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.Concentrix is a technology-enabled global business services company specializing in customer engagement...


  • Pune, Maharashtra, India timesjobs Full time

    Core Java Developer (Senior) with skills Core Java, Eclipse, EJB, Hibernate, J2EE, Java Application/Web Server, JSP, Spring for location Pune, IndiaPosted on: April 10, 2024Share on Linkedin Share on Twitter Share on FacebookROLES & RESPONSIBILITIESCore SkillsPrimary requirementsMinimum 5 years of working experience (with at least 3 years as Production...