Have Handled any Domestic Inbound Contact Centre Operations

•            Good Knowledge of Inbound and Back Office Contact Centre KPI's

•            Understanding of CSAT and customer experience

•            The candidate should also have excellent problem solving capabilities and lateral thinking skills

•            Should be flexible to work in 24x7 shifts.

•            Learn the process and be the product and domain expert

•            Good Knowledge on Quality Tools, Excel & PowerPoint Presentation

•            Knowledge of operational process, logical thinking, reporting and analysis

•            Ability to handle pressure

•            Ability to follow instructions and client requirements within TAT and with accuracy

•            Open to change, Multi-tasking skills, Good Team handling

•            Shows flexibility/ownership & can work under pressure situation

•            Ability to work with in challenging environment with tight delivery timelines

•            Willingness to work in rotational shifts and rotational week offs

Candidate Specifications

Graduate is a must

8 – 10 Years Overall exp in BPO

5 Years exp IN AM Role in BPO

Role and Responsibilities:

•            Key owner in ensuring the SLAs are met

•            Supervise, Coach and monitor a group of TLs in day to day operations & people management

•            Ensure adherence to the process deliverable (SLA's)

•            Escalate issues in a timely manner across functions

•            Ensure working practices are well operational with minimal disruption to improve efficiency

•            Work closely with all support function teams

•            Good knowledge of Tech M & Client Compliance

•            Closely monitoring daily productivity against the defined Service Level standards

•            Perform regular audit checks on client defined compliance requirements

•            Coach & monitor Team leads in day to day operations &people handling

•            Analyze and generate reports for team performance on processes

•            Develop a continuous learning process for the team