Contact Centre Operations Manager
2 weeks ago
Job Purpose
We are seeking a highly skilled and experienced Contact Centre Operations Manager to join our team at DBS Bank. The successful candidate will be responsible for providing day-to-day operations management of the contact centre, ensuring smooth running of the department to meet the needs of business and individuals.
Key Responsibilities
- Monitor and evaluate live or recorded calls and chats to ensure high-quality service delivery.
- Conduct quality assessments and refresher trainings to enhance the skills of customer service officers.
- Identify training needs for CSOs and provide coaching and feedback to improve their performance.
- Collate and prepare quality monitoring reports to track performance and identify areas for improvement.
- Act as a single point of contact for knowledge management updates and ensure accurate information is maintained in the Knowledge Management portal.
- Coordinate with Workforce Management to monitor service levels, staffing, and reports to analyze volume trends based on demand and top drivers.
Requirements
- 5-8 years of experience in managing people in a BPO, with a minimum of 2 years in a contact centre operations management role.
- Excellent communication and writing skills, with the ability to engage with employees and drive team goals.
- Experience in banking or financial institutions is preferred, with knowledge of operations management and customer service principles.
Preferred Qualifications
- Graduate or MBA degree, with a focus on business operations or a related field.
- Expertise in MS Office and other relevant software applications.
Language
English
-
Contact Centre Operations Manager
2 weeks ago
Pune, Maharashtra, India DBS Bank Full timeJob Title: Contact Centre Operations ManagerJob Summary:We are seeking a highly skilled Contact Centre Operations Manager to join our team at DBS Bank. As a key member of our Group Technology and Operations team, you will be responsible for ensuring the smooth operation of our contact centre, providing exceptional customer service, and driving business...
-
Centre Operations Manager
1 week ago
Pune, Maharashtra, India Hiringlabs Business Solutions Full timeCentre Operations ManagerWe are seeking a highly skilled Centre Operations Manager to join our team at Hiringlabs Business Solutions. As a Centre Operations Manager, you will be responsible for the overall management of our Early Childhood Education Centre, including team management, centre operations, and customer service.Main Responsibilities:Manage the...
-
Centre Operations Manager
7 days ago
Pune, Maharashtra, India Hiringlabs Business Solutions Full timeMain Responsibilities:As the Centre Operations Manager at Hiringlabs Business Solutions, you will be responsible for the entire Centre Operations and managing the team. This includes conversions and admissions, being the single point of contact for parents and team, mentoring and coaching the team, and responsible for Profit & Loss of Centre.Key Skills:High...
-
Command Centre Operations Manager
2 weeks ago
Pune, Maharashtra, India MASTER MIND CONSULTANCY Full timeJob Title: Command Centre ManagerThe Command Centre Manager plays a pivotal role in ensuring the seamless operation of the command centre, driving efficiency and effectiveness in all aspects of the facility's management.Key Responsibilities:Seating Arrangement Planning:Design and implement seating plans to optimize workflow and communication within the...
-
Command Centre Operations Manager
2 weeks ago
Pune, Maharashtra, India MASTER MIND CONSULTANCY Full timeThe Command Centre Manager is responsible for ensuring the efficient and effective operation of the command centre, including the planning and management of seating arrangements, coordinating systems, and developing plans to support the organization's operational goals. This role requires strong organizational skills, attention to detail, and the ability to...
-
Centre Head
4 days ago
Pune, Maharashtra, India Hiringlabs Business Solutions Full timeJob Title: Centre HeadJob Summary: We are seeking a highly skilled and experienced Centre Head to lead our preschool operations and manage a team of professionals. The ideal candidate will have a strong background in early childhood education and excellent leadership skills.Main Responsibilities:Manage the entire centre operations and lead a team of...
-
Centre Head
2 weeks ago
Pune, Maharashtra, India Hiringlabs Business Solutions Full timeJob DescriptionJob Title: Centre HeadWe are seeking a highly skilled and experienced Centre Head to join our team at Hiringlabs Business Solutions. The successful candidate will be responsible for the overall management of our childcare centre, including operations, staff management, and customer service.Key Responsibilities:Manage the day-to-day operations...
-
Senior Operations Manager
2 days ago
Pune, Maharashtra, India Servion Global Solutions Full timeJob Title: Senior Operations Manager - Cisco Contact CenterJob Summary:We are seeking a Senior Operations Manager to lead our Cisco Contact Center team. The successful candidate will have experience in managing support teams with Cisco UCCE and outbound dialer technologies.Key Responsibilities:Manage Cisco Contact Center operations for 24x7 supportLead a...
-
Embedded Security Operations Centre Operator
2 weeks ago
Pune, Maharashtra, India Hill & Associates Limited Full timeAbout the CompanyHill & Associates Limited is a leading international enterprise security and risk management consultancy owned by the G4S group, an Allied Universal Company.We provide consulting services to major international corporations (Fortune 500 client base) and government clients around Asia and other emerging markets. By combining local knowledge...
-
Sprinklr Developer
4 weeks ago
Pune, Maharashtra, India SELSOFT Full timeSkill : Sprinklr.Job Description : - Hands-on configuration to help customers achieve positive business outcomes using the Sprinklr platform. - Work directly with customers around full functionality of Sprinklr CCaaS Omnichannel and Contact Center Intelligence & Automation Platform. - Proactively identify, document, and deliver in-platform solutions and...
-
General Manager
2 weeks ago
Pune, Maharashtra, India Merito Full timeJob Title: General Manager - Life Transformation CentreNestled in a vibrant academic environment, our esteemed client is a pioneering university that embodies academic excellence and innovation. With a commitment to holistic education, they provide cutting-edge programs, renowned faculty, and state-of-the-art facilities, fostering global leaders poised for...
-
General Manager
2 weeks ago
Pune, Maharashtra, India Merito Full timeJob Title: General Manager - Life Transformation CentreNestled in a vibrant academic environment, our esteemed client is a premier university that embodies academic excellence and innovation. With a commitment to holistic education, they provide cutting-edge programs, renowned faculty, and state-of-the-art facilities, fostering global leaders poised for...
-
Data Centre Storage Engineer
1 week ago
Pune, Maharashtra, India NTT Full timeJob Title: Data Centre Storage EngineerAbout the Role:We are seeking a highly skilled Data Centre Storage Engineer to join our team at NTT DATA. As a key member of our storage team, you will be responsible for driving best practices, innovation, and process improvements at our Data Centre locations.Key Responsibilities:* Installation and configuration of...
-
Senior Operations Manager
2 weeks ago
Pune, Maharashtra, India Merito Full timeJob Title: General Manager - Life Transformation CentreNestled in a prestigious university setting, our client is a leading institution that embodies academic excellence and innovation. With a commitment to holistic education, they provide cutting-edge programs, renowned faculty, and state-of-the-art facilities, fostering global leaders poised for...
-
Service Delivery Manager
1 week ago
Pune, Maharashtra, India Servion Global Solutions Full timeJob Title: Service Delivery Manager - Cisco Contact Center ExpertJob Summary:We are seeking a highly experienced Service Delivery Manager to lead our Cisco Contact Center Operations team. The successful candidate will have a proven track record of managing support teams with Cisco UCCE and outbound dialer solutions.Key Responsibilities:Manage a team of...
-
Restaurant Operations Manager
1 week ago
Pune, Maharashtra, India Hyatt Corporation Full timeOutlet Manager RoleAs a key member of the Hyatt team, you will be responsible for the efficient management of the outlet, aligning with Hyatt International's corporate strategies and brand standards. Your goal will be to maximize guest satisfaction while operating within budget, contributing to the financial success of the outlet.Key ResponsibilitiesManage...
-
Financial Operations Specialist
2 weeks ago
Pune, Maharashtra, India Maersk Full timeJob SummaryWe are seeking a highly skilled Financial Operations Specialist to join our team at Maersk. As a key member of our accounting operations team, you will be responsible for overseeing the day-to-day financial transactions with accuracy and in compliance with regulations, accounting principles, and standards.Key ResponsibilitiesPerform invoice...
-
Security Operations Associate
18 hours ago
Pune, Maharashtra, India Hexaware Technologies Full timeJob Description:Role Summary: We are seeking a highly skilled and motivated individual to join our Command Centre team as a Security Operations Associate. This role will be responsible for monitoring and maintaining the security and surveillance systems within the command centre, as well as responding to security alerts and incidents in real-time.Key...
-
Contact Center Training Specialist
2 weeks ago
Pune, Maharashtra, India Full Potential Solutions Full timeJob Title: Contact Center TrainerAt Full Potential Solutions, we are seeking a highly skilled Contact Center Trainer to join our team. As a Contact Center Trainer, you will be responsible for delivering training programs to call center personnel, focusing on customer service, financial related programs, and product knowledge.Responsibilities:Design and...
-
Strategic Operations Director
2 weeks ago
Pune, Maharashtra, India Merito Full timeJob Title: General Manager - Life Transformation CentreNestled in a vibrant academic environment, our esteemed client is a premium university that embodies academic excellence and innovation. With a commitment to holistic education, they provide cutting-edge programs, renowned faculty, and state-of-the-art facilities, fostering global leaders poised for...