Current jobs related to Contact Center Manager - mumbai - Taggd

  • Contact Center Manager

    25 minutes ago

    Mumbai, India Kotak Mutual Fund Full time

    Job Title: Outbound Contact Center ManagerPosition Overview:We are seeking an experienced and dynamic Outbound Contact Center Manager to lead our team of customer service representatives. The ideal candidate will have a proven track record of managing outbound call center operations, driving performance metrics, and ensuring exceptional customer...

  • Contact Center Trainer

    3 months ago

    Mumbai, Maharashtra, India HR Yaar Full time

    **Job Title: Contact Center Trainer** **Experience: 4 to 8 years** **Location: Kurla, Mumbai** **Company Type: Healthcare** **Job Type: Full-Time** The contact center is the first touch point for any patient reaching out to us for a service and the journey of excellent patient experience starts here. The role of the trainer will be managing all training...

  • Contact Center Executive

    3 months ago

    Mumbai, India Bayleaf HR Solutions Private Limited Full time

    **Urgent Opening** **Future Generali Insurance company** **Position: - ** Executive - Contact Center **Job location** - Thane **Salary: - ** Upto 2.5 LPA **Qualification: - ** Graduate/ MBA **Profile: - **Customer Support Role **Industry type: - **Insurance - Should be comfortable working in shift even on weekends **Contact Person-**HR Heli: -...

  • Collaboration Manager

    3 months ago

    Mumbai, India Ishan Technologies Full time

    Job Summary:Manager Collaboration Services Engineering is an SME for Technical Solution Engineering for the Collaboration Suite of services. He will lead the technical evaluation of technology and OEM products, by conducting RFP, PoC s, interop testing. He will design services and technology to cater to product requirements received in the MRD and provide...

  • Contact Center Executive

    3 months ago

    Andheri, Mumbai, Maharashtra, India Qrata Full time

    Opportunity to work at India's best aesthetic treatment clinic, dedicated to providing cutting-edge aesthetic solutions and an unparalleled client experience. We are seeking a skilled Contact center executive to be the face of our clinic. Job Title: Contact Center Executive Expertise: Inbound /Outbound/Chat/Mail/ WhatsApp/messaging Exp: 1 to 3 year **Key...

  • Collaboration Manager/Contact Center

    2 months ago

    Mumbai, India Ishan Technologies Full time

    Job Summary :- Manager Collaboration Services Engineering is an SME for Technical Solution Engineering for the Collaboration Suite of services. - He will lead the technical evaluation of technology and OEM products, by conducting RFP, PoC s, interop testing. - He will design services and technology to cater to product requirements received in the MRD and...

  • Collaboration Manager

    3 months ago

    Mumbai, India Ishan Technologies Full time

    Job Summary:Manager Collaboration Services Engineering is an SME for Technical Solution Engineering for the Collaboration Suite of services. He will lead the technical evaluation of technology and OEM products, by conducting RFP, PoC s, interop testing. He will design services and technology to cater to product requirements received in the MRD and provide...

  • Collaboration Manager

    3 months ago

    Mumbai, India Ishan Technologies Full time

    Job Summary:Manager Collaboration Services Engineering is an SME for Technical Solution Engineering for the Collaboration Suite of services. He will lead the technical evaluation of technology and OEM products, by conducting RFP, PoC s, interop testing. He will design services and technology to cater to product requirements received in the MRD and provide...

  • Collaboration Manager

    3 months ago

    Mumbai, India Ishan Technologies Full time

    Job Summary: Manager Collaboration Services Engineering is an SME for Technical Solution Engineering for the Collaboration Suite of services. He will lead the technical evaluation of technology and OEM products, by conducting RFP, PoC s, interop testing. He will design services and technology to cater to product requirements received in the MRD and provide...

  • Contact Center Team Lead

    7 days ago

    mumbai, India Quess Corp Limited Full time

    Hello,Greeting from Quess Corp!!Hope you are doing wellwe have job opportunity with one of our clientDesignation_ Team LeaderLocation – Mumbai / PuneExperience – 4 yrs+Skills - Team Handling , Point of contact person experience.Job DescriptionBuild and manage the day to day performance of the Contact Centre Operations to deliver a best in class service,...

  • Contact Center Team Lead

    1 week ago

    Mumbai, India Quess Corp Limited Full time

    Hello,Greeting from Quess Corp!!Hope you are doing wellwe have job opportunity with one of our clientDesignation_ Team LeaderLocation – Mumbai / PuneExperience – 4 yrs+Skills - Team Handling , Point of contact person experience.Job DescriptionBuild and manage the day to day performance of the Contact Centre Operations to deliver a best in class service,...

  • Contact Center Team Lead

    7 days ago

    mumbai, India Quess Corp Limited Full time

    Hello, Greeting from Quess Corp!! Hope you are doing well we have job opportunity with one of our client Designation_ Team Leader Location – Mumbai / Pune Experience – 4 yrs+ Skills - Team Handling , Point of contact person experience. Job Description Build and manage the day to day performance of the Contact Centre Operations to deliver a best in class...

  • Contact Center Team Lead

    1 week ago

    Mumbai, India Quess Corp Limited Full time

    Hello,Greeting from Quess Corp!!Hope you are doing wellwe have job opportunity with one of our clientDesignation_ Team LeaderLocation – Mumbai / PuneExperience – 4 yrs+Skills - Team Handling , Point of contact person experience.Job DescriptionBuild and manage the day to day performance of the Contact Centre Operations to deliver a best in class service,...

  • Contact Center Team Lead

    3 weeks ago

    mumbai, India Integrated Personnel Services Limited Full time

    Job Role: Team Lead - Contact CenterExperience : Min 8 -10 years work experience working in Contact Centre and Customer service operationsQualification: Minimum GraduationCustomer Focus:Anticipate customer’s needs, provide input for solution, and demonstrate industry standardProvide input to the customer and build confidence with the customer at higher...

  • Dvp - HRbp - Contact Center - with a Leading Bank

    4 months ago

    Mumbai, India Skillventory Full time

    **DVP - HRBP - Contact Center - With a Leading Bank**: - From 7 to 12 year(s) of experience - ₹ Not Disclosed by Recruiter - Mumbai, Mumbai Suburban, Thane, Navi Mumbaior **Roles and Responsibilities** **Job profile**: - Responsible for Contact Center Vertical Lead a team of HR BP’s and Partners with Business to align HR strategy with business...

  • Head of Healthcare Contact Center Business Development

    6 days ago

    Mumbai, India QR678 Full time

    . If you are not a BDS/BAMS/BHMS, Please dont Apply. IF YOU HAVE NOT WORKED AT HEALTHCARE CONTACT CENTERS, DO NOT APPLY. If you have never worked in a contact center, WHICH CONNECTS TO DOCTORS, Please Do Not Apply. Your Key Responsibility will be to align and teach DOCTORS How to use QR678 (www.qr678.in) FOR HAIR GROWTH! And, sell QR678 to them for use in...

  • Contact Center Team Lead

    3 weeks ago

    Mumbai, India Integrated Personnel Services Limited Full time

    Job Role: Team Lead - Contact Center Experience : Min 8 -10 years work experience working in Contact Centre and Customer service operations Qualification: Minimum Graduation Customer Focus: Anticipate customer’s needs, provide input for solution, and demonstrate industry standard Provide input to the customer and build confidence with the customer at...

  • Contact Center Team Lead

    3 weeks ago

    Mumbai, India Integrated Personnel Services Limited Full time

    Job Role: Team Lead - Contact CenterExperience : Min 8 -10 years work experience working in Contact Centre and Customer service operationsQualification: Minimum GraduationCustomer Focus:Anticipate customer’s needs, provide input for solution, and demonstrate industry standardProvide input to the customer and build confidence with the customer at higher...

  • Ishan Technologies

    3 months ago

    Mumbai, India Ishan Technologies Full time

    Job Description : Manager HCC Services Engineering is an SME for Technical Solution Engineering for the Hosted Contact Center Solutions. He will lead the development of applications for the OEM ACD solution Viz. Cisco, Genesys, CX One Nice etc. He will design solution, develop, and implement it for customer's instances . He will be responsible to...

  • Ishan Technologies

    2 months ago

    Mumbai, India Ishan Technologies Full time

    Job Summary :Manager Collaboration Services Engineering is an SME for Technical Solution Engineering for the Collaboration Suite of services.He will lead the technical evaluation of technology and OEM products, by conducting RFP, PoC s, interop testing.He will design services and technology to cater to product requirements received in the MRD and provide...

Contact Center Manager

3 months ago

mumbai, India Taggd Full time

Job Purpose

The role of the Corporate Manager Contact Center Operations is to ensure seamless Onboarding of the members, ensuring smooth running of the Central Logistics running for fulfilling Sales Offers and the smooth running of end-to-end Contact Center Operations (front office and back office). The role will also manage running and enhancing the CRM platform for omnichannel management of member interactions. The job will also include digitization of member facing processes across multiple member engagement channels for ensuring a seamless member experience and enhanced member satisfaction.


Accountabilities

1 Responsible for leading the Contact Center Operations vertical which includes managing a world class Contact Center (both front office and back office, inbound and outbound interactions), Onboarding new members with a wow experience and managing other processes.

2 Drive consistency in customer interactions across multiple channels such as Voice, Chat, Email, WhatsApp, Social Media, etc. Ensure achievement of Targets on Service Levels, Interaction Quality, NPS, etc. Direct, manage and monitor the overall performance of the call center team enabling excellence in customer interaction delivery.

3 Benchmark the Customer Service standards with global best players in the hospitality and other service industries and bring best practices with seamless execution within the contact center operations to maximise the NPS. Keep ahead of industry’s developments and apply best practices to areas of improvement across people, process, systems and utilise assets to achieve qualitative and quantitative targets.

4 Build and maintain strong relationships with internal and external stakeholders to properly manage expectations on performance, business requirements and overall service delivery.

5 Ensure all SOPs are adhered, and shortfalls are corrected. Continuously revisit all Customer processes and simplify/redesign them from a customer’s perspective for better efficiency and experience. Drive a Zero Error operating environment.

6 Ensuring maximum non-FTR’s are converted to FTR’s by identifying non value added steps or process improvements. Ensure that escalations raised to self and to the Team are resolved within the specified time limit and root causes are fixed to minimize them

7 Manage the Customer Feedback Program – work on detractors and outcall them and resolve their issues to convert them into Promoters

8 Design contact center partner guidelines and monitor them using common tools, understandable by everyone in the organization. Roll out RFP in the market, as and where required, to find the best possible partner alternatives

9 Analyze performance of Partners continually against defined service levels and quality standards and appropriately identify continuous process improvement measures. Conduct Daily, Weekly, Fortnightly and Monthly business reviews of partners to review performance and devise action plans.

10 Identify risks at all levels and action on risk mitigation steps

11 Adhere to and manage the approved budget for the CCS function. Plan and implement initiatives to continuously optimize costs and improve efficiency and productivity.

12 Manage performance of team internally to ensure that it is aligned to the overall goals of the organization and department. Coach and motivate team members to demonstrate the organizational values

13 Dashboarding/reporting to ensure proper data analytics for driving results and translating improvement areas into SMART actionable solutions and strategies.


Competencies required :


  • Be a hardcore Contact Center/BPO person with 12-15 years+ of experience in leading Contact Center Operations at Pan India Level. Should have managed Contact Center, service partners, front-office & back-office operations for both Inbound and Outbound queues
  • Graduate or Postgraduate from a Category A institution with some technical/digitization background. Should have managed contact center voice and non-voice processes and also handled key customer lifecycle management processes in the service industry
  • Working knowledge of customer service software, including Knowledge Management, CRM (preferably Salesforce), IVR and other technical tools
  • Great oral & written communication skills. Should have good presentation skills.
  • Advanced Analytical skills with excellent control over data analytics
  • High problem-solving ability
  • Passion for work and high degree of dedication, ability to handle pressure
  • High learning agility
  • Positive thinker, sees the Glass half full instead of half empty
  • Hardworking and self starter
  • Smart and Intelligent, ability to think laterally
  • High aptitude and ability to articulate
  • Ability to initiate & execute performance improvement plans
  • Ability to establish credibility and rapport with all key stakeholders including Product, Sales, Marketing and IT teams
  • He/she should thrive in a fast-paced performance oriented work environment
  • Should be curious to get to root cause to fix concerns impacting Customer Experience
  • Strong vendor-facing & client-facing skills
  • Strong working knowledge of Microsoft Office. Project Management Professional (PMP) / Six-Sigma/Lean related certification is a plus