Job Description:

• Primarily responsible for the implementation of department strategies and meeting internal and external SLA.
• Managing a team of supervisors, team leaders, and agents.
• Managing and supervising the daily activities of the contact center.
• Produce shift reports, analyze and discuss with senior management.
• Generating and analyzing resource productivity reports .
• Liaising with supervisors, team leaders, and agents to gather information and resolve issues.
• Reviewing the performance of staff, identifying training needs and planning training sessions.
• Monitoring random calls to improve quality, minimize errors and track operative performance.
• Responsible for resource allocation, including shift patterns and the number of staff required to meet demand.
• Periodically review the effectiveness of the services and make recommendations for improvements to senior managers.
• Develops and maintains strong working relationships with other operational departments to ensure high customer satisfaction.
• Interact with clients to share product/service updates, feedback sharing, new campaign launching etc.
• Provide counseling to supervisors on staff performance.
• Reviews, investigates, manages and resolves any and all escalated customer and/or agent issues that cannot be handled by the supervisors.
• Manages appropriate work-load balance across the teams.
• Calibrates and balances assignments to accommodate and account for volume spikes, absences, training, etc.
• Reviews and escalates any anomalies based upon analysis of report data.
• Responsible for information security tasks within own work scope.
• Any task assigned by the management.

We are looking for:

• Minimum Education: BBA/BBA-IT or MBA/MBA-IT
• Required Experience: 6+ yrs experience in call center industry, including 1 to 3 yrs experience at AM/TL position/ AM position.

Skills:

• Excellent English communication skills both verbal and written.
• Good interpersonal skills.
• Good IT skills such as proficient in MS Office.
• Excellent Customer Services orientation.
• Must have the ability to drive projects to completion.
• Must be able to create and analyze reports in order to manage service quality and productivity in an effective and efficient manner.
• Possess strong leadership skills including the ability to lead multiple teams, use decision making skills when required.
• Good team management skills.