Subject: Job Posting
From: Saurabh Dadu <[email-masked]>
To: Harpreet Livesalesman <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Sat, 15 May 2021 11:58:32 +0000

Harpreet – Make this posting

Title: Operations Manager – Customer Service/Call Center

We are currently looking for an experienced Call Center Manager / Operations Manager – Customer Service to join our team. The person would be responsible for managing service delivery for a key account (about 50 FTEs) for a global client in a non voice set-up.

The individual would have to have a very hands on approach of managing customer service operation for a large multinational in a multilingual environment. You would have to have creative ideas and solutions for streamlining, and making operations more efficient.

Responsibilities:

  *   Managing customer service/call center operations for a leading global retailer
  *   Managing a team of 50+ FTEs, of multiple nationalities, often working remotely, and multilingual
  *   Able to Manage training (new hire, updates and refresher)
  *   Drill down reports to identify areas of improvement
  *   Manage SLAs of the project
  *   Manage individual agent performance
  *   Manage team discipline
  *   Handle daily communication and correspondence with the client

Requirement:

  *   At least 2 years experience in managing call center/customer services for an international e-commerce company
  *   Strong people skills
  *   Attention to detail
  *   Excellent with MS Excel and other BI tools
  *   Excellent communication skills
  *   Flexibility to work in a 24x7 environment
  *   Self motivated, highly goal oriented

Compensation: Rs. 40 – 60K/M