Manager Operations - Customer Service for international BPO
by C3i Support Services Private Limited in Hyderabad / Secunderabad
Experience: 7 to 12 yrs. | Salary: INR 7,00,000 - 10,00,000 P.A Posted on:
Share
Job Description Send me Jobs like this
Job Summary
Manager Operations is responsible for managing Help desk personnel and all Operational functions related to providing technical Support Services to field representatives. It also includes call Forecasting, Staffing and Scheduling of Analysts, Basic Operational Processes (Various Queue Monitoring), Operational Reporting, etc. Main area of accountability is to ensure that call volume is handled within agreed-to SLAs (ASA, Abandoned rate, First Call Resolution, etc.) and that quality thresholds are met (Customer Satisfaction, Quality Scores, etc.). Span of control also include QA, Training and Remediation, as well as Reporting. This position is also responsible for Client engagement activities (Client management), as appropriate.
Salary:
INR 7,00,000 - 10,00,000 P.A
Industry:
BPO, Call Centre, ITeS
Functional Area:
ITES/BPO/KPO, Customer Service, Ops.
Role Category:
Operations
Role:
Operations Manager
Keyskills:
Manager Operations
Desired Candidate Profile
Education:
(UG - Any Graduate) AND (PG - Any PG Course - Any Specialization, Post Graduation Not Required)
Job Requirements
Skills
• Siebel call Management and Field services Experience
• Subject Matter expert on telephony tools (PBX, EAS, CTI) and supporting infrastructure
• Excellent Oral and Written Communication skills
• Superior Organization and Prioritization skills
• Microsoft Products, Siebel, and Internet applications
• Analytical skills – solving complex business problems
• Ability to work in distributed (e.g: global) environment in a matrix model
• Strong Interpersonal skills
Education
• Bachelors Degree in Business, Computer Science, related disciplined, or equivalent combination of professional experience
• Masters degree preferred
Experience
• Minimum of 6 years in help desk Management experience
• Extensive Personnel Management experience leading large teams in a fast-paced Environment
• Internal Candidates are required to be in the previous position for at least a year.
Working Relationships
• Develop and maintain Interpersonal relationships with Subordinates
• Maintain Inter-Department relationships to resolve Client issues
• Effectively communicate with both internal and external Clients.
• Develop and maintain excellent relationship with the Senior Management and the Client.
Competencies
• Analysis
• Customer Service Orientation
• Interpersonal Consideration
• Judgment/Decisiveness
• Oral Communication
• Written Communication
• Performance Management
• Persuasiveness/Influence
• Technical/Professional Competence
• Work Standards
Company Profile
C3i Support Services Private Limited
http://www.c3i-inc.com
C3i, Inc. is a high-tech services company devoted to helping companies realize the potential of customer relationship management (CRM). By addressing the unique demands of today's mobile computing environment, C3i's customized support, training, and professional services enable organizations to set and achieve aggressive short-and long-term goals for CRM technology. We are actively seeking qualified people to become a part of our successful team. C3i, Inc is a Premier Consulting Partner with Siebel. More information on C3i and our available positions can be found on our web site at http://www.c3i-inc.com.
Contact Details
Executive Name:
Smita Das
Contact Company:
C3i Support Services Private Limited
Address:
Orion Bldg, 2nd Floor, The "V" IT Park, Plot No. 17, Software Units Layout, Madhapur HYDERABAD,Andhra Pradesh,India 500081
Email Address:
sdas@c3i-inc.com
by C3i Support Services Private Limited in Hyderabad / Secunderabad
Experience: 7 to 12 yrs. | Salary: INR 7,00,000 - 10,00,000 P.A Posted on:
Share
Job Description Send me Jobs like this
Job Summary
Manager Operations is responsible for managing Help desk personnel and all Operational functions related to providing technical Support Services to field representatives. It also includes call Forecasting, Staffing and Scheduling of Analysts, Basic Operational Processes (Various Queue Monitoring), Operational Reporting, etc. Main area of accountability is to ensure that call volume is handled within agreed-to SLAs (ASA, Abandoned rate, First Call Resolution, etc.) and that quality thresholds are met (Customer Satisfaction, Quality Scores, etc.). Span of control also include QA, Training and Remediation, as well as Reporting. This position is also responsible for Client engagement activities (Client management), as appropriate.
Salary:
INR 7,00,000 - 10,00,000 P.A
Industry:
BPO, Call Centre, ITeS
Functional Area:
ITES/BPO/KPO, Customer Service, Ops.
Role Category:
Operations
Role:
Operations Manager
Keyskills:
Manager Operations
Desired Candidate Profile
Education:
(UG - Any Graduate) AND (PG - Any PG Course - Any Specialization, Post Graduation Not Required)
Job Requirements
Skills
• Siebel call Management and Field services Experience
• Subject Matter expert on telephony tools (PBX, EAS, CTI) and supporting infrastructure
• Excellent Oral and Written Communication skills
• Superior Organization and Prioritization skills
• Microsoft Products, Siebel, and Internet applications
• Analytical skills – solving complex business problems
• Ability to work in distributed (e.g: global) environment in a matrix model
• Strong Interpersonal skills
Education
• Bachelors Degree in Business, Computer Science, related disciplined, or equivalent combination of professional experience
• Masters degree preferred
Experience
• Minimum of 6 years in help desk Management experience
• Extensive Personnel Management experience leading large teams in a fast-paced Environment
• Internal Candidates are required to be in the previous position for at least a year.
Working Relationships
• Develop and maintain Interpersonal relationships with Subordinates
• Maintain Inter-Department relationships to resolve Client issues
• Effectively communicate with both internal and external Clients.
• Develop and maintain excellent relationship with the Senior Management and the Client.
Competencies
• Analysis
• Customer Service Orientation
• Interpersonal Consideration
• Judgment/Decisiveness
• Oral Communication
• Written Communication
• Performance Management
• Persuasiveness/Influence
• Technical/Professional Competence
• Work Standards
Company Profile
C3i Support Services Private Limited
http://www.c3i-inc.com
C3i, Inc. is a high-tech services company devoted to helping companies realize the potential of customer relationship management (CRM). By addressing the unique demands of today's mobile computing environment, C3i's customized support, training, and professional services enable organizations to set and achieve aggressive short-and long-term goals for CRM technology. We are actively seeking qualified people to become a part of our successful team. C3i, Inc is a Premier Consulting Partner with Siebel. More information on C3i and our available positions can be found on our web site at http://www.c3i-inc.com.
Contact Details
Executive Name:
Smita Das
Contact Company:
C3i Support Services Private Limited
Address:
Orion Bldg, 2nd Floor, The "V" IT Park, Plot No. 17, Software Units Layout, Madhapur HYDERABAD,Andhra Pradesh,India 500081
Email Address:
sdas@c3i-inc.com
No comments:
Post a Comment