Contact Center Operations Specialist

2 days ago

Pune, Maharashtra, India beBeeOperations Full time ₹ 9,00,000 - ₹ 12,00,000

As a Day-to-Day Operations Manager, you will be responsible for overseeing the daily activities of our contact center teams. Your primary goal will be to ensure that all operations run smoothly and efficiently, with a focus on quality and customer satisfaction.

You will analyze production data to identify areas for improvement and develop strategies to address these issues. You will also be responsible for managing CCRs on call quality to ensure that customer interactions are complete, accurate, and professional.

Your responsibilities will include:

  • Monitoring customer call report data to identify problems and trends
  • Assessing performance indicators to determine areas meeting and falling below business expectations
  • Conducting operational audits to ensure effective operational performance
  • Identifying and suggesting end-to-end process improvements to improve contact center operations
  • Determining employees' training needs to produce continuous development plans
  • Providing ongoing feedback and support to improve performance
  • Conducting performance evaluations in a consistent, fair, and objective manner to encourage continuous performance improvement
  • Resolving individual and group performance issues in accordance with company policies and procedures in a timely manner to motivate and foster teamwork

In order to excel in this role, you will need to have strong analytical and problem-solving skills, as well as excellent communication and leadership abilities. A bachelor's degree in any field is required, and proficiency in MS Office tools is necessary. Preferably, you should have at least one year of experience in managing international call centers and team handling.

This is a permanent position that requires working in India night shifts. You must be flexible with shifts and days, and able to work from an office location.

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