Cyfuture - Project Manager

Job Description: Project Manager.

Location: Cyfuture Office, Mhape, Navi Mumbai

Key Responsibilities:

Strategic Planning & Improvement:

- Develop and implement strategies to improve call/chat/email handling capabilities, efficiency, and customer satisfaction for XTRAPOWER and XTRAREWARDS.

- Identify opportunities for process optimization and automation to enhance operational effectiveness and reduce costs.

- Stay abreast of industry best practices and emerging technologies in call center management.

- Lead initiatives for continuous improvement across all call center functions.

Operational Oversight & Performance Management:

- Oversee the day-to-day operations of the call center, ensuring smooth functioning and adherence to service level agreements (SLAs).

- Configure, monitor, and analyze comprehensive reports in Zoho Desk to track key performance indicators (KPIs) such as average handling time, first call resolution, customer satisfaction scores (CSAT), net promoter score (NPS), and agent productivity.

- Develop and implement agent performance management frameworks, including target setting, performance reviews, and incentive programs.

- Collaborate with the Team Leader to monitor and improve agent attendance, ensure proper rostering, and manage staffing levels effectively.

- Manage and resolve escalated customer issues and complaints, ensuring a high level of customer satisfaction.

Technology & Systems Management:

- Act as the primary owner for Zoho Desk, responsible for its configuration, optimization, and utilization to meet operational and reporting needs.

- Identify and evaluate new tools or technologies that can enhance call center efficiency and customer experience.

- Collaborate with IT and other relevant departments for system integrations and troubleshooting.

Team Leadership & Development:

- Lead, mentor, and develop the Team Leader, providing guidance and support for their professional growth.

- Foster a culture of continuous learning, accountability, and high performance within the call center team.

- Oversee training programs for agents and team leaders to ensure up-to-date product knowledge and skill development.

Stakeholder Management & Reporting:

- Communicate regularly with senior management on call center performance, challenges, and strategic initiatives.

- Prepare and present detailed reports on operational performance, trends, and improvement initiatives.

- Collaborate with other departments (e.

, Marketing, Sales, Product Development) to align call center operations with overall business objectives.

- Manage the call center budget and resources effectively.

Qualifications:

Education: Master of Business Administration (MBA/PGDBM) from a recognized institution.

Experience:

- Minimum of 5+ years of progressive experience in marketing/ HR/ call center operations management, with preferably 1-2 years in a project management or leadership role.

- Proven track record of driving operational efficiencies.

- Experience in managing diverse teams and fostering a positive work environment.

Skills:

- Exceptional leadership and team management skills.

- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.

- Excellent written and verbal communication and presentation skills.

- Strategic thinker with the ability to translate business goals into actionable plans.

- Proficiency in project management tools and methodologies.

- Advanced proficiency in Microsoft Office Suite (especially Excel for data analysis).

- Ability to manage multiple priorities and projects simultaneously in a dynamic environment.

- Strong understanding of customer service principles and best practices.