Manager /Senior Manager – Contact Centre Operations

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  3 - 7 Yr      Gurugram      - 11 LPA      Full Time      BPO, KPO, ITES, Financial Fraud Protection      CUSTOMER SERVICE, OPERATION   
Skills: Customer Satisfaction, Excellent Communication, Multi Tasking, Net Promoter Score, Risk Management    Posted 3 years ago
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Essential duties and responsibilities:
• A strategic thinker well versed with forecasting and capacity planning.
• Strong people management driving performance and nurturing talent.
• Attention to details and is able to identify trends and course correct .
• High on integrity with a risk appetite and identify , analyze and mitigate emerging risks.
• Strong client management and stakeholder management .
• A self starter with a go getting attitude and zeal to learn and implement innovation with best practices.
• Has an extensive contact center experience of managing chat, email and phone
• Day to day operations of Contact Centre operations
• Manage, mentor, and grow a team of Contact Centre operation agents
• Create and revise banking policies/SOPs
• Formulating departmental OKRs/KPIs

Job Description:

  • Tracking/Maintaining/Improving of key metrics of Banking Ops Dept
    • Hands on people management experience
    • Hold regular one on one meetings, provide regular and constructive feedback to the team members
    • Staffing management
    • Weekly/Monthly Reporting to management
    • Be responsible for end-to-end customer experience, supporting cross department initiatives to drive improvements, improve efficiency and reduce complaints.
    • Responsible for the recruitment, training, induction, and coaching of manpower for Contact Centre Operations
    • Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight
    • Enhance the quality of client interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions
    • Break down objectives into actionable and track for timely delivery and monitor to ensure that the objectives of the project have been met.
    • Check with the Training and Quality team for standardization and quality of delivery.

The ideal candidate for this role would have:
• Efficient team management & leadership qualities
• Excellent verbal & written communication skills along with active listening
• Organizational, teamwork, and customer service skills
• Must have 7 years of US financial institution/banking experience
• A Team Leader in BPO for the last 7 years, at least
• Strong skill sets on Attrition, Shrinkage, SLA, C-sat/NPS, AHT, Occupancy, MBR & QBR
• Ability to multi-task, set priorities & manage time effectively
• Attention to detail
• Industry ITES / BPO / KPO / LPO / Customer Service / Operations Work Experience 3 – 7 Years
• Qualification: Bachelor’s Degree
• 24/7/365 availability, including a willingness to work on weekends, and outside of the standard workday
• Must be a quick learner and possess strong leadership skills
• Strong time management, prioritization, work organization and multitasking skills with a drive for efficiency, accuracy and risk management controls required