Job Position : Call Centre Head

Job Description :

Position Summary

Responsible for managing end to end relationship with OSCC and to maintain Call centre KPI’s around Service Levels, Quality & Training for both Inbound, Backend and Outbound processes

Key Result Areas/ Key Deliverables

• Daily support for smooth functioning of call centre

• Driving all the SLA’s for the process

• Partnering Improvement Initiatives and R&R for agents

• Coordination between Circle, Call Centre & the central support team

• Understanding core operations management variables and calculations essential to ensuring the vendor is effectively delivering services

• Drive continuous improvement and champion changes around vendor operations

• Conduct Internal Monthly MBR’s

• Act as a change agent through continuous feedback and Suggestions towards improving Customer experience from an overall company deliverable standpoint

• Analysing the high call drivers and suggest circles / central team for actions to be taken

• Actively participate in new initiatives towards cost saving and improving quality

• Invoice checking & processing

• Act as a gatekeeper with a view to eliminate possible malpractices at vendor end

Key Accountabilities/ Key Responsibilities.

Partnering and managing customer delight programs

Own and drive all OSCC KPIs around various processes

Position Requirements

Education: - Minimum Graduate

Experience: - 6-8 years of relevant experience, preferably from telecom or allied businesses

Skill Set: - Exposure to relationship/Vendor management

Company Name : Client of Symmetrical

Location : Hyderabad

Job Code : HR/SGS/049

Experience : 6

Job Salary

Last Date To Apply : 15-02-2014

Posted on : 02-01-2014