Hiring for Hiring Team Manager(customer Service-ops) for a Reputed Bpo-vashi in Mumbai, for Exp. 5 - 10 yrs at Mumbai Rozgaar Private Limited.

  • Esteemed client of Orion TrueTech Services India
  • Mumbai, Maharashtra, India
  • Nov 07, 2018
Full time BPO, ITES & Customer Service Jobs

Job Description

Job Description:Dear Candidates, Greetings!!! We have an excellent opportunity with one of the Leading BPO for Team Manager. Designation -Team Manager Location -Vashi Process -Customer Service Eligibility Criteria- Must be a Graduate Must have experience into customer service Must have excellent communication skills Salary -Upto 12 LPA (Excluding variables) Shift Timings -Day shifts Job Role- General Description of the Job The job involves 1. Ensuring that agents have the knowledge and skills to answer customers inquiries, requests for support or problems quickly and effectively and the Center specifically own team meets all productivity and quality metrics 2. Recruitment planning, training need analysis through agent monitoring so that they have the skills and knowledge to meet customer service or outbound sales objectives. 3. Callibrating across their TLs and other Team Managers on the floor to ensure service quality and weed out any inefficiencies or partialities 4. Initiating and supporting all Service enhancement initiatives across the Org Role Responsibilities 1. Establish work procedures and processes that support company and departmental standards and strategic directives. 2. Clearly define responsibilities for all levels and develop key performance indicators/goals to ensure effective and efficient operation of the call centre 3. Continuously engage with other functions in the Organization to improve processes by eliminating gaps for better service delivery and an inclusive culture for the Call Center Team 4. Assist the Site Head in ensuring that a healthy, performance oriented and positive culture prevails in the Call Center 5. Asisst the Site Head in ensuring work-as-usual in absence of a peer i.e., another Managers absence on the floor 6. Effectively manage customer escalations 7. Spear head Reward and recognition and other engagement activities at the Center 8. Undertaking regular one-to-one meetings, team meetings at various levels, training and counselling/coaching sessions for all direct reports, conducting regular performance appraisals and remuneration reviews. 9. Budgetary management. Interested candidates can mail their CV to idealjobs@mumbairozgaar.com or can contact on 8169523622 Regards, Aishwarya Mumbai Rozgaar