Contact Centre Operations Manager

4 weeks ago

bangalore, India dnata Full time

Job Purpose

To manage the business unit performance in terms of revenue, productivity and service levels through on-going development and leadership of the team in line with all Company policies and procedures and industry best practices.JOB ACCOUNTABILITIES- Plan and priorities business objectives to meet the business targets within the defined timelines vis-à-vis the needs of customers in both domestic and international markets.- Recruit, develop and manage team members’ performance.- Drive customer centricity as an integral part of the performance behavior in the workplace. Define and implement procedures that support the highest level of customer service standards to encourage loyalty and promote customer satisfaction.- Ensure timely communication of any procedural changes to the team.- Monitor performance gaps, identify trends, and manage performance in liaison with other sections within Contact Centre (quality & communications, operations, etc.) and/or with other departments.- Reduce overall cost through development of current and new revenue streams, better understanding of operational requirements matched to tactical and promotional initiatives.- Develop and implement on-going process improvement.- Lead market intelligence studies and ongoing research and development to identify market trends and ensure alignment with industry best practices.- Prepare and submit periodic performance reports.- Maintain data protection and confidentiality for both staff and customers.- Support Adhoc projects when needed and liaise with other departments as required.- Adhere to company regulatory requirements such as data protection, data privacy etc. and ensure full adherence from team.- Perform other lawful tasks delegated by the management.

Qualifications & Experience

COMMUNICATION & WORKING RELATIONSHIPSInternalSenior level Provides information as required and obtains strategic guidanceMid-level Provides/elicits information and gives advice of a specialist natureJunior level Provides/elicits information and gives direction ExternalSenior level Networks, promotes and liaises with vendors and service providersMid-level Networks, promotes and liaises with vendors and service providers OPERATING ENVIRONMENTOperates within a fast moving environment; position pressure to deliver results possibly through limited resources; requires 24/7 availability on call QUALIFICATION & EDUCATION, EXPERIENCE, TRAINING & KNOWLEDGEQualification & Education:- Degree level education is required preferably with MBA or operations management certifications or 6 years of relevant work experienceExperience:- Post holder must have a minimum of 5 years’ experience in contact center operations with at least 2 years in airline reservation and ticketing in a supervisor or manager function managing 100+ staff. Training & Knowledge- Thorough knowledge of contact centre operations- Proficiency in contact centre technologies; workforce applications, reporting, quality and monitoring tools- GDS knowledge- Excellent written and verbal communication skills- Fluent in English- High computer literacy

Salary & Benefits

Default text to be providedDefault text to be providedDefault text to be provided

  • Contact Center Team Lead

    3 weeks ago

    Bangalore, Karnataka, India Mobile Programming LLC Full time

    Job Description :As a Technical Lead for the Contact Center System, you will be responsible for ensuring the smooth operation and maintenance of Porter's in-house contact center system. You will lead a team of engineers in managing and maintaining the in-house Contact centre servers (currently Ameyo being the vendor), which includes product customisation...

  • Contact Center Team Lead

    4 weeks ago

    bangalore, India Mobile Programming LLC Full time

    Job Description : As a Technical Lead for the Contact Center System, you will be responsible for ensuring the smooth operation and maintenance of Porter's in-house contact center system. You will lead a team of engineers in managing and maintaining the in-house Contact centre servers (currently Ameyo being the vendor), which includes product customisation...

  • Contact Center Team Lead

    2 weeks ago

    Bangalore, India Mobile Programming LLC Full time

    Job Description : As a Technical Lead for the Contact Center System, you will be responsible for ensuring the smooth operation and maintenance of Porter's in-house contact center system. You will lead a team of engineers in managing and maintaining the in-house Contact centre servers (currently Ameyo being the vendor), which includes product...

  • Software Engineer

    4 weeks ago

    bangalore, India Apple Full time

    Summary:At Apple, great ideas quickly have a way of becoming great products, services, and customer experiences. Bring passion and dedication to your job and there's no telling what you could accomplish here. Do you want to be part of a team that builds groundbreaking software service, a team that is continually innovating and is proud of making a...

  • Resolution Specialist

    4 weeks ago

    bangalore, India Walmart Global Tech India Full time

    Job DescriptionJob Title – RESOLUTION SPECIALIST, CONTACT CENTERPosition Level – KWork Location – Bangalore10 months – 3 Years of relevant customer service experienceShould be ready for permanent night shiftsAPPLY IN BELOW LINKSummaryYou make sound judgments and promote a Associate / Candidates focused environment. You optimize execution and...

  • Resolution Specialist

    4 weeks ago

    bangalore, India Walmart Global Tech India Full time

    Job Description Job Title – RESOLUTION SPECIALIST, CONTACT CENTER Position Level – K Work Location – Bangalore 10 months – 3 Years of relevant customer service experience Should be ready for permanent night shifts APPLY IN BELOW LINK Job Summary You make sound judgments and promote a Associate / Candidates focused environment. You optimize...

  • Executive - Experience Centre

    4 weeks ago

    bangalore, India Livspace Full time

    Job Description This role requires commitment to Customer Satisfaction to drive exemplary customer experience, always putting the customers’ needs first thereby driving the Net Promoter Score (NPS) of Experience Centre. Enthusiastically conveying a commitment towards providing unsurpassed Customer Service and ensuring that the Livspace team is also...

  • Customer Service Lead-Command Centre

    1 week ago

    bangalore, India Australia and New Zealand Banking Group Limited (ANZ) Full time

    Customer Service Lead-Command Centre Customer Service Lead-Command Centre Req ID: Department: Tech COO Domains Enterprise Service Management Division: Technology Location: Bengaluru About the role Role Location: RMZ Bangalore Role Type: Customer Service Lead – Command Centre Shift Schedule: The role required working in 24X7 shift Role...

  • Manager II, Registrations and Compliance, Repeat Contact Management

    2 weeks ago

    bangalore, India ADCI - BLR 14 SEZ Full time

    At Amazon we believe that every day is still day one.We are working to be the most customer-centric company on earth. To get there, we need talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a dynamic, innovative environment, this is your chance to make history by joining Repeat Contact...

  • Operations Manager

    3 weeks ago

    bangalore, India ReSource Pro Full time

    Job Title:Manager, Service Delivery, IndiaReport to:Director, Service Delivery, IndiaDepartment:Service Delivery UnitLocation:Bangalore, IndiaPurpose of the Position:In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company - a unique opportunity for the right candidate. Leading the Service...

  • Avaya L2

    3 weeks ago

    bangalore, India ATRIBS METSCON GROUP Full time

    Knowledgeon Avaya Unified Communication Products Avaya Communication ManagerMedia Gateways System Manager & Session Manager Call DetailReport Work Force Management and Session BorderController.Knowledgeon Avaya Contact Centre Products Avaya Elite Contact Centre AvayaCall Management System Avaya Enablement System Avaya Call RecorderAvaya...

  • Customer Service Lead-Command Centre

    1 week ago

    bangalore, India ANZ Full time

    About the role Role Location: RMZ Bangalore Role Type: Customer Service Lead – Command Centre Shift Schedule: The role required working in 24X7 shift Role responsibilities are: Taking full ownership core IT operational processes and their execution whilst maintaining customer satisfaction through continued customer feedback ...

  • Assistant Operations Manager

    3 weeks ago

    bangalore, India ReSource Pro Full time

    Job Title:Assistant Manager, Service Delivery, IndiaReport to:Manager, Service Delivery, IndiaDepartment:Service Delivery UnitLocation:Bangalore, IndiaPurpose of the Position:In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company – a unique opportunity for the right candidate. Leading the...

  • Customer Service

    4 weeks ago

    bangalore, India Arin Consultancy Private Limited Full time

    Function : Customer Service & Operations Position Title : Assistant Manager Location : Bangalore Qualifications: Graduation in any discipline NISM MF certification mandatory Work Experience (highlight) : At least 3 – 4 years of prior mutual fund experience in handling investor / customer services related activities ...

  • Call Center Operations Manager

    7 days ago

    bangalore, India SignAble Communications Full time

    Company DescriptionSignAble Communications is India's first on-demand Indian Sign Language interpretation service for the deaf. Our app provides live interpretation in Indian Sign Language (ISL) through Video Remote Interpretation (VRI) and Video Relay Service (VRS). We aim to facilitate communication between the deaf and hearing communities, opening up a...

  • Community Sales Manager

    4 weeks ago

    bangalore, India IWG plc Full time

    Community Sales Manager Location At Regus, we’ve built the world’s largest workspace network so that our customers can work better, faster, happier. Join the team in one of our business centres. Promote our products and services to new and existing customers. Bring more freedom to more people and businesses. And you’ll be able to work...

  • Manager, Business Operations

    4 weeks ago

    bangalore, India BGRS Full time

    Role Overview As a Manager, Business Operations, you will contribute to BGRS’ success by holding responsibility for the day to day operations of various customer service shared services teams. The role carries responsibility for high levels of customer service, operations management, metric reporting, escalation management, and survey and stakeholder...

  • Manager IT Infrastructure Administrator Bangalore

    4 weeks ago

    bangalore, India Paradise Placement Consultancy Full time

    Job Description: Required: Proven work experience as a Windows Server Administrator /Architecture. Experience in Data Centre, Cloud Computing. Familiarity with modern operating systems and server platforms. Managed a team of 2 to 4 members at least. Knowledge of network security systems, intrusion detection systems, and data backup. ...

  • Assistant Manager

    2 days ago

    bangalore, India ReSource Pro Full time

    ReSource Pro is a fast growing company, recognizedbyInc.500|5000,Fastest Growing Private Companies : 2009-2014 andIAOP Global 100:2009-2015. Our growth is accelerating,with a goal to expand from 5,000 to 9,000 employees in 5 years across our delivery centers in China, India and the US.In this pivotal role, critical leadership will be expected during this...

  • Genesys IT Architect

    2 weeks ago

    bangalore, India GyanSys Inc. Full time

    The primary skills are:- Genesys Cloud CX- Genesys Call Flow Architect- Genesys Workforce Management- Genesys Integrations with CRM applications like ServiceNow- Genesys integration with MS Teams- IP TelephonyThe secondary skills are:- Good to know skills on AWS platform and Amazon Connect service.- Candidate should have knowledge on Engineering,...