Manager - Contact Center Operations 13 18 years - Hyderabad job in

2 weeks ago

Hyderabad Secunderabad, India timesjobs Full time

Job Title:
Manager - Contact Center Operations

Experience:
years

Location:
Hyderabad

Discipline:
Customer Service, IT Admin/ IT Support

Job Type:
Permanent

Contact Name:
Divya Gautam

Contact Email:
Job Ref: 40775

Published: 5 days ago

Manager Contact Center Operations 13 18 years

Location:
Hyderabad
(Work from Office)
Shifts: 5 PM to 2 AM window

This role is part of the Technical Service Desk Non-Voice Support team, responsible for recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests within a defined scope.

The team efficiently manages unplanned interruptions to swiftly restore normal service operations for non-voice interactions, including email, web, and chat.


Your Future Employer:

A leading global professional services organization, providing a wide range of services and solutions in strategy, digital, technology, consulting and operations.


Responsibilities:
Identify and assess complex problems within the area of responsibility.
Managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions.
Responsible for closing the fault and complaints within SLA's.
Create solutions requiring in-depth evaluation of variable factors.
Adhere to strategic direction set by senior management when establishing near-term goals.
Interact with senior management at clients and within the company, involving acceptance of alternate approaches.
Manage large to medium-sized teams and/or work efforts, acting independently in decision-making.

Requirements:
Over 13 years of experience in Technical/Non-Technical customer support and service in Contact Center Operations.
Expertise in technical support and IT helpdesk for both voice and non-voice channels.
Strong analytical skills, should have managed 300 people with 4-5 direct reportees.
Role is based out of Hyderabad but will look after Gurgaon and Hyderabad locations.
Effective communication and interaction skills with senior management.

What is in it for you?

Skill Development:
Enhance your technical and problem-solving skills in non-voice support channels like email, web, and chat.

Team Impact:
Collaborate with a dedicated team to quickly restore service operations, improving customer satisfaction and efficiency.

Reach us
If you think that this role will add value to your career, kindly write me an email along with your updated CV on

Disclaimer:

Crescendo Global is an ISO 9001:2015 certified Leadership Hiring consulting arm of Crescendo Group with expertise in mid to senior level niche recruitment.

We are passionate about empowering job seekers and employers with an engaging memorable job search and leadership hiring experience.

Crescendo Global does not discriminate on the basis of race, religion, color, origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


Note:


We receive a lot of applications on a daily basis so it becomes a bit difficult for us to get back to each candidate.

Please assume that your profile has not been shortlisted in case you don't hear back from us in one week.

Your patience is highly appreciated.

Profile Keywords:
Customer Support, Service Desk, email, web, chat, Team Management, technical support, IT helpdesk, voice & non-voice etc.

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