Operations Manager
4 days ago
Role & responsibilities
- Ensure setting up of a strong mechanism for resolution of enquiries, complaints and requests pertaining to various aspects of ABDM through timely liaoning with respective ABDM module/workstream teams.
- Ensure compliance of call centre service provider team with respect to agreed Key Performance Indicators, Service Level Agreements and Quality Standards to maximize caller satisfaction.
- Monitor / audit Inbound & Outbound calls to check adherence to specified quality standards.
- Organize regular meetings with Service provider to give ongoing performance feedback to Service Provider.
- Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Scrutinize Call Center invoices and facilitating it through the payment process
Preferred candidate profile
Graduate degree in any stream with 5 years of work experience in managing Call centre operations and relevant certifications like (Six Sigma) or others preferable but not mandatory.
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